Signed for insurance, but to find no insurance

On 2014/10/14 I signed for a contract cellphone Samsung Galaxu S5. With the contract I also purchased the Mtn Insurance to have the phonse insured papers signed with Penny and copy I have in my possesion with the whole contract.. Dealer Code 0361 Penny written on top of insurance contract. On 2014/04/09 cellphone was ****** on Fish Hoek Beach Case was opened at Fish Hoek Police Station. On 2015/04/20 went to Mtn Longbeach with all relevant paperwork phone was blockedITC/NO ***3 Imei no ect was all forwarded to Mtn Insurance Got no reply only on 2015/04/20 got email from Mtn Insurance that claim wa received Reference no ***. Thereafter nothin was heard until 2015/05/07 I phoned and was on the phone for aproximatly 15 minutes and got through to Mphemetse at Mtn Insurance. To my horror was informed I have no insurance with them. After numerous visits to the branch and no-one taking resposibility, to be informed on 2015/05/26 Regional Manager Shaun Rob. Its my problem I should have checked and nown you had no insurance. And should have known as it was not coming of the stop-order.Who never forwarded the paperwork.? Who was initially at fault? Now have no cellphone.