Insurance issues with Telkom and Finrite

Dear Sir/madam

I upgraded my cellphone contract with Telkom, when I asked them at the Store in Cleawater to insure the new phone and take out the old one, they said I must call Finrite and ask them to change my IME number from the old phone to the new one, I called Finrite and they first said they do not do that but when I explained to them my situation they said I should send an email. After sending the email I gave them sometime to effect the change, when I called back they said the consultant misled me they do not do that I need to cancel with the old insurance first at the Store for which at the store when I called them they said its the Insurance that should do that. Now my phone is still no insured I have been doing a back and forth with Telkom and Finrite. May you please assist me n this regard.

Thank you Sisa Mack