Insurance

Last year October I took an upgrade for my contract at Mtn Melrose Arch, I was told that they no longer work with 24 Mobility and that they have their own Insurance, which I agreed to take and signed up for. I lost my phone on the 01/09/2015, I went to report it at SAPS and called 808 to block it. Went in store the next day to claim and I was told I'm not insured. I called the Insurance department which took me the whole day to get through and was told the same thing. I asked the store manager to get a copy of the contract I signed so it can be looked at, as I recall taking insurance when I took the upgrade. When she finally managed to get it, I went again in store and to ask for a solution to this problem as she said you did take insurance but it seems you weren't billed for it, and this means it's a dispute that the insurance department must come up with a solution for meanwhile I sit here with no phone and no way forward, I'm told to be patient and wait for turn around times that even she cant confirm. VERY DISSAPOINTED WITH THIS SERVICE