Paying insurance for no assistance when in need

I have been paying for a device 2 years without using it. Initially my phone's touch was not working. After I initialised a claim, that was all it. Thanks to Vodacom, they repaired my phone for free because it was still having samsung warranty. Still mtn did nothing. I was still paying insurance. To date i am paying insurance. But I don't have the device its heart breaking. Why is mtn offering services whilst they don't do the service?