They "CANT" settle the claim

My daughter's phone was ****** 10/03/2025. I opened the case, blocked the phone, sent an incident report, advised them there's cctv footage where the incident happened. The phone used to be a contract phone, but I cancelled it once the contract was finished. I sent them invoices to show that I was paying for the phone. I lost my phone and when I claimed I used an invoice showing that the phone used to be a contract, and the claim was paid out. Now they are giving me stories that they can't pay with the invoices as proof, yet the numbers are there as proof that it was a contract phone. I went to Telkom store to try and get the contract, and they advised me that they can't help since I bought it over the phone. They gave me numbers to call for Telkom call center, but all those numbers just give me self-services and don't give an option to speak to a cons. It's like going around in a hamster well. I have sent pictures of my daughter to show that the phone existed and showing what type of phone it is. The fact that they are refusing to settle the claim is crazy. How else am I supposed to prove that the phone existed. The footage shows that the phone existed when they stole the phone, which they have access to. I've been with them for more than 10 years but I'm definitely going to be cancelling my policy.