Game and hollard cell phone insurance

I have bought a phone at Game right and i was told if I use a different network on the phone i will loose the guarantee however I can take the game phone insurance which will cover the lose and problems with phone. the problem now is that I first had a problem with the software of the phone and i was told the insurance don't cover that i said fine i will fix it and I did. now the problem I was ****** at gun point and i have manage to report the issue in their call centre the problem now is that they require documents from me in order for them to complete the claim however their emails and fax no that I got when I called the call centre don't work and to get hold of them is a mission impossible. I have decided to go to the Game store in tygervalley mall and when mention the word insurance they say \NO\"' don't take it because its giving people a lot of problems especially when it comes to claims and they don't sell the insurance at their store because its difficult to get told of Hollard when there are issues. my Concern is that their claims has to be with 30 days after the incident has happen and I don't know what to do as they don't have a branch in cape town and when you go"