Insurance of phone

Am Zanele from soweto I bought a new phone December last year at south gate mall at sportscene. I did insurance of phone but at head office when we call them with the guy was doing insurance for me at the shop they said they did not receive my documents; I came February again at the shop for follow ups cause they did not debit January. We did new one with the guy February still end off February they did not debit from head office they have too much poor service then again March for 3rd time we did new insurance again and attache letters with my documents but stil it 12 April they did not Debit again end off March and I saw the did his job and I even saw the email but I don't know what the hell it's going on atbl head office about debit so I will blame head office if something gonna happened with my phone they will make a plan truly speaking because I dd submit my documents with the guy...