No care for customer's

I upgraded and insured my cellphone 31st January 2017. Signed the papers now I'm claiming for it the pinnacle marketing consultant they just giving me problems saying I insured the previous phone I was using not the new 1 I called the MTN Eastgate store they can't assist me it hurts because they deduct money every month and you don't give problems but when you need their help they cant I don't have but I insured it and still paying for it and the insuarance.