Unresolved claim

I upgraded my contract to a Samsung S20 FE at a Cell C branch, the consultant did everything for me, she asked if I was also interested in insuring the phone, and I agreed as I do always. Because of my age, anything is possible. The months went by, my phone gave a sound problem. I took it back but the branch I got it from had closed so I took it to another branch which is where I was told that my phone is under covered. I have been back n forth trying to get an explanation as to whose fault it is, I even at some stage asked for them to amend and I was then told they do not amend. I lost my phone in December and it has been emailing after email trying to claim, nobody seems to care and is willing to even try and understand the whole story. I am at a loss and very much disappointed with their service.