Waiting for MTN to respond

My iPhone was ******, now MTN does not want to pay unless there were a beak and entry into my car, yet when I took out the policy the Lady at the MTN store in Rose bank Mall told me that my phone was insured against theft and damage. They say that they spoke to me about the policy which is a lie, All I received was two phone calls from MTN insurance asking me to increase the limit on my device. All legal agreements are recorded, I ask where is their recording of the conversation they had with me. I have taken the case to the ombudsman. Please look for another insurer for your phone. device.