Telkom finrite administration

Hello, I have logged in my claim for my cellphone two months ago, my the issue they telling me is that they do not have a proof of purchase for the phone they gave me on their system the same phone iam still paying for to be insured and they can't get the proof of purchase from the dealer as well. My issue has been going on for two months now and that's the same story I get every time I call. Please assist me with this sucky insurance company. Thank you