Query isn't resolve/Claim

I took the insurance with MTN under pinnacle marketing on the 11th/04/2019 received an e-mailing confirming the device was successful insured for all risk cover ,docs received then 18th/04/2019 MTN sent my invoice but insurance was not added to my on my billing or statement,21th/04/2019 i was armed robbeed reported the device,blacklisted the device,case was open (CAS 514/4/2019) required document's were sent to insurance then friday my claim was rejected due to the premium,called MTN asked why my billing doesn't have insurances an agent did explain that they will only bill me in the month of May 2019 plus a pro-rata for the insurance right,been almost now going back and forth,when ever i call insurance either im told documents are pending due to missing information or need to contact the SAPS or claim being rejected due to 1stpremium not being deducted and i did explain that i haven't been billed or should i pay or ask MTN to Bill me?but no one answers,then i called in Friday another agent says my secondary number doesn't have insurance ********** 344 i am billed in a incorrect number which is i did explain that i have two contracts with MTN only one line has insurance the other doesn't have then TODAY my query will be semt back to review since my claim wasn't supposed to be rejected bare in mind almost a week without a device ,i almost lost my life because of a gadget,so now i need to wait again for 5-7 working days for a feedback?so now my application being sent again for a review or motivation? Should i ask MTN to bill me or sent invoice with insurance..can i be assisted please ..i did explain why i wasn't billed but i need to explain over and over again,i have sent the screen shot of the sms i got from SAPS but no feedback mails were sent still no feeback,can the agent whos handling my query assist me :( they cant not reject my claim due to the first installment,contract i read it covers all risk, and i didn't ask for any of this to happen..;(