Procedures over-wrights services delivery!

Please check your insurance after week of upgrading your contract. That it has been been amended/upgraded as well.

I had the option to upgrade my contract in March 2018 , which i obviously asked for my insurance to be upgraded as well.

On the 09/04/2018, the new phone fell and damage the screen. Claimed on the 11/04/2018 until today(05/05/2018) nothing has been done.

The insurance dept. Pinnacle Marketing is claiming that the store i bought/upgraded my phone from. Didn't update my insurance cover. Hence they are declining my claim. The store(MTN, Cresta, Lower Floor- consultant Mbongeni) is claiming that,they have done their part. Insurance dept must process my claim.

So for more than a month now its been an ongoing battle within MTN & Pinnacle Marketing to process my claim, yet I the customer have to pay my service regardless i don't have a phone. He(Mbongeni) quotes/email: I'm simple following procedures. Which is now going for over a month to get my claim processed.

So tell me, does procedures over-wright services delivery?