False hope given to customers taking cell phone insurance. No Help and No care

We(My husband and I) submitted a cell phone claim on the 22nd of February 2022 at the Sporstscene store in Dobsonville mall. Submitted all documents required and completed the form. I called their contact center today at *** and Mkateko (consultant) advised since cell phone insurance was taken up via a phone, they're still checking if valid and in place even though the account statement shows Cell phone insurance deducted every month for the past 2 years.