My Phone insurance forms were never submitted

I upgraded my contract with MTN and got a Sony experia Z3 compact and took the MTN insurance option, the consultant who assisted me apparently did not submit the insurance application forms that I currently have proof off. I was only told this after 3 months of waiting for my insurance claim as my screen cracked and needed to get it repaired. When I went to the MTN branch I received more insults then assistance as the consultants were telling me that I was taking chances and lying until they themselves saw the proof on the policy documents with my signature on the insurance forms. I was then told that they could not assist me and that the consultant resigned about 3 days after I did the upgrade.<br> <br> MTN needs to take responsibility for this as I as the customer did everything on my side and due to MTN's representatives I have for the past 3 months been sitting and paying for a phone that I currently cannot use.<br>