Poor customer care with regards to insurance claim

On the 5th of April 2015 I lost my Samsung S4 and reported it accordingly to MTN SP. The phone was blacklisted and the necessary insurance claim procedures were followed. After waiting for more than 5 days, I contacted the insurance department and was informed that my claim had been rejected because the phone was not insured. In 2011 I took out a contract at an MTN store in Vereeniging and the paperwork with regards to insurance was completed there. In 2013 I upgraded the contract telephonically and at that time was not informed by the consultant that I had to PERSONALLY contact the insurance department to inform them of the upgrade. I am now being told that the phone insured is a blackberry torch of which I no longer have. My dismay is that it is well over a month and I have not been given a response by THIS claims assessor whom I have never even spoken to since. I am always told to wait until the end of the day for a response but nothing comes. I have sent through a dispute for the rejected claim and it is always me who has to call the department only to be told that my claim is being reviewed. Disappointing to have to go through this without proper feedback and assistance.