cellphone insurence

on the 26th May 2020 i went to Markham Orange Farm to apply for cellphone insurance and i was assisted by the lady by the name of Lindiwe. i gave her all the information she asked for and i singed the schedule for device insurance policy. i lost my phone on November 2020 and i went to the store to claim and i was assisted by the gentleman by the name of Simphiwe/Sphiwe who assisted me to fill the claim form, when i went to the store 2 days later i was told they needed a police case number which i provided him with. i called Finrite to check the status of the claim and they advised me to pay the overdue amount on my account before they can finalize the claim. It took me 3 months to pay the overdue amount and after paying i was told that i do not have any insurance by a Finrite agent who was assisting me on the 1st April 2021. i went to the store to find out what was happening with my claim and i was told by the staff member that i they were right i did not sent a debit order form that i did not know about. i asked for the store copy of all the papers i have signed and i was told that they have destroyed them as the company policy does not allow them to keep the papers at the store. i went home came with my copy and showed them and Lindiwe took my details and asked to call me back on Tuesday after making a follow up with Finrite which she did not do. i went back to the store to ask how far are they with the inquiry only to find out she was on leave. i asked for the manager and explained my story to her she called finrite and after the call she also told me that because i did not submit the debit order form they cant assist me. i asked for the regional manager's contacts she did not have them. she called the area manager i explained my story he promised me that he will call me tomorrow after finding out what was happening from Finrite of which he did not until i went back to the store for inquiry. i called Finrite form the store to ask for all the documents that were sent to them form the store on the 26th May 2020 and they only had the Schedule of device policy without any debit order form. the area manager(Thapelo) asked me to wait for Lindiwe to come back from Leave on the 14th April 2021 and i refused we settled for a conference call between myself, stare manager, Lindiwe and area manager on Friday the 9th April 2021. after the conference call the area manager asked for some time so he can talk to the his line manager(Tebogo) i later called him around 5 and he told me they could not help me because i did not submit the required document so the were no debits from my bank account to finrite.

As i was told that they have destroyed the store copy of my insurance application i found it funny because store copies of other customers were filed.

my question is how was i supposed to know if i was not told? i went to the store to apply i was not called, what would be my reason to give them half information? I an now being blamed for the mistake that was done by one of them. i just hope that my grievance will be taken into consideration.