UNSUCCESSFUL CLAIM WITH MTN INSURANCE

I lost my cellphone which is insured but i cant get my claim or assistance from anyone at mtn because last year November i upgraded and it was done over the phone and now the claims department always tells me to call the MTN customer care and ask for OMS document but no one knows what i am talking about, it is almost a month of calling between the MTN claims department and the customer care and a month now without a phone but they are still taking money from my account,i spoke to Mbali Hletswayo from claims department who told me that i will not get anything because i did not update my details with the insurance even though i am paying every month without a fail