Unsatisfied customer

MTN is so unprofessional and lacks customer service. In 2019 I upgraded from a Huawei P10 to P30. With this upgrade, I asked for insurance cover. It is logical that my insurance is standardized to my new phone right?! I lost my phone 3 days ago and went to claim my insurance. To my surprise, I had a very unpleasant encounter with one of the sales persons at the MTN Ficksburg branch. With little to no empathy or assistance, this lady told me that there was nothing that she could do to assist me. Where is the logic in upgrading from one phone and keeping the previous insurance cover? I have attempted with no avail to contact the customer service and my emails are falling on deaf ears. Do not, I repeat. Do not take contracts with MTN!! Unprofessional service delivery. Staff members that lack basic customer etiquette! No follow up on customers!