Service complaints

Good day I have bought cellphone at Telkom and they adviced me to take insurance it happened that I was pick pocketed by ****s on 15th November 2020 they took everything in my hand bag including my contract cellphone and I report to police station and blacklisted the phone submitted claim to admin plus on 17th November 2020 got no feed back till I phone them on 20th November 2020 but now admin plus which is the insure they giving me stories firstly they said Sim card was not there when I lost cellphone secondly said the last day I use cell phone was 9th of November but I was using cellphone till day of ****** which is 15 November 2020 and Sim card was there I didn't remove it last day I spoke to them they saying now Sim card was not on the 1st slot but it was there so really I don't know what going because what I am talking about I know and I am sure now I am asking them to give proof of what they saying they don't respond. And it is very hard to get hold of them I am getting placed on hold for 30 to 40 minutes or they just cut the call please assist if that possible.