Lack of assistance

In Oct 2014 I upgrade my contract in Three Rivers, I app**** for the phone insurance as well. The store did not have stock of the phone. a week later when collecting the phone I asked the consultant to cancel the insurance as my household insurance is cheaper. he drew a line through the insurance page and both of us signed. when I asked him if he is sure this will be cancelled he said yes he will send it through to HO as the upgrade was not activated as yet. I logged a query with customer care on the 3.3.15 Ref no: 596928. after several follow ups and speaking to another consultant in the branch, my insurance was not cancelled by the consultant that assist me. they have no cancelled my insurance but do not want to refund my monies back as they want me to supply them with proof that the insurance was cancelled in Nov on the system. where should I get this as this was not given to me. I have asked the consultant to obtain the archive contract to show that the insurance page was cancelled, but not sure if that will be done. Please urgently assist as I have tried and no one is hesitant to assist at HO. it all on me as a customer to provide system proof that the insurance was cancelled.