Unhelpful staff

I took a warranty policy May last year . I tried to register a claim two weeks ago and was told that I was sold an incorrect product. Which is Innovation sales consultant fault, due to lack of product knowledge. I spoke to a lady by the name of Dipou Fakude from sales dispute department. She told me that she would cancel the policy and sign me up on the correct product. And that I could put in the claim in 48 hours . It’s been over a week now trying to register a claim and I’m being sent from pillar to post and no one seems to be able to assist me . I’ve been spending a minimum of 40 minutes on a call every day. They are absolutely useless in my view including the management.