Insurence claim not dealt with appropriately

On the 2nd November 2015 I went to the store at Jabulani Mall to put in my cellphone insurence claim. The person who assisted me on that day told me to wait for 48hours to get a response from the insurence people. I went back today, spoke to a consultant Nancy who told me there was an issue with my claim. I changed sim cards in the phone I'm claiming for. I explained to her that when I first got the insurence contract set up 3 years ago, I told the consultant who was helping me then that this would be my daughter's phone and that she'd be using a different number and sim card-a prepaid cell c simcard in the phone. The consultant then assured me this would be okay and she proceeded to call my daughter in order to get the details of the cellphone. She then called me back to confirm that all was well. Today when I spoke to Nancy at 11:25am, she told me she'd be escalating the issue and that they would call me next week. I feel that I have waited long enough, and I do not understand why they would let me pay this contract for 3 years only to tell me when its time to claim that I changed sim cards. Of course I did. And I made sure they were aware of this. I feel extremely cheated.<br>