Email Denial.....TelkomFinrite Insurance

I have an insurance from finrite that I took when I bought a cellphone from Telkom and it got lost and the case was opened, I went to Telkom Cornubia branch where I was given an email *** and I emailed and also did a follow up via the calls and they denied they ever got my email and kept on saying I must rectify the letters of which I did with no success and they further said I must put 2 in the email address as ff: *** but they are still denying they ever got any email from me and even refused to give their email address via text and said they are not allowed to do so...11 emails were sent to them with no "success"....PLS HELP