Cellphone insurance claim

I opened a clothing account in November 2014 with the TFG group at the Exact store in Johannesburg CBD. On the day of activating the account at the same store i bought a cell phone with them (blackberryZ3 - black) and further to that i took out insurance on that phone. The premium was R66p/m and i was notified that the is an excess payable - which is R250 - on any claim regarding theft, loss or damage to the phone, i agreed upon the terms and signed up for the cover. The cover has been debited from my monthly instalments towards the account each and every month up to date.<br> <br> On the 5th of December 2015 i was ****** at a nearby street vendor and the cell phone was ****** by two ******s, i reported the case to the police and went to go lay a claim at an Exact store in Randburg square. The staff were rude to me and told me that if i don't have the insurance papers i signed on that day of taking it up then they cannot assist me. I then went on to a Fashion Express store in the same mall, explained to them my situation and the lady assisted me in claiming.<br> The forms that i filled in required me to put in the relevant case number, the ITC number from my service provider that i got afte