Bad service

I registered a cellphone claim with Absa I direct on the 09 January 2025 incident number ***, I followed the process of opening a case at the police and blacklisted the handset with the register service provider I was asked to send the handset box with the IMEI number I did send the proof , the issue is when I took the contract the store consultant did a mistake of capturing my details incorrectly, they registered my contact under Brain Robertson of which is not fault i went to telkom east gate with my I'd book to fix the error and they stated they fixed their error on their system, I provided proof to Absa indicating that the contract is mine the store made an error till today my claim is not approved and theirs no communication from Absa insurance department, to make matters worse thier claims department doesn't answer I was holding for 30 minutes with no response, I don't miss my insurance payments to date my payments are updated, I need an answer as to what is going on with my claim.