Insurance claim on cell Phone

Almost two years ago my father-in -law took out a cell phone contract with Cell C. When asked if he required insurance, I advised him to take out insurance, because the Blackberry phone he got with the contract was quite expensive for him as a pensioner. A few months ago he encountered problems with the phone and we took it to the local branch. The phone was sent away and after a while we got feedback that the phone was damaged beyond repair. The lady checked and said she could see on Cell C's system that the phone was insured. She filed a claim. After two weeks, we got the feedback that there is no insurance. She asked for bank statements, which we supp****, showing the amount deducted for the insurance. She told us to take it up with Fonesure ourselves as Cell C is not involved with Fonesure. The numbers she gave us is a real frustration/ You are told to hold on and on and on. I got another number from Cell C''s call centre and by luck I got somebody to speak to me. The lady informed me we don't have a claim as the insured phone is a Nokia phone and we are claiming for a Blackberry. My father-in-law never had a Nokia phone only Blackberry. Obvious the lady at Cell C made a hash