Angry customer

I have a cell phone contract with Telkom (Huawei p8 lite 2017), which I took somewhere last year(2017) in Hatfield (Pretoria) branch. I also took insurance cover, in store, which I have been paying for ever since with no fail.

Beginning of this year I relocated to Bloemfontein and sometime in July (2018), the phone fell and cracked the screen. Today (14/09/2018) I went to Telkom Waterfront (Bloemfontein) branch to book the phone in for repairs. The sales consultant there asked for the original phone slip, which I lost during my relocation to the new city. He also told me I could book the phone, but I have to pay for the repair since I lost the slip. Which means the insurance I am paying is basically useless, simply because I do not have the slip. I asked him can't he use my ID instead and check on the system, but he said I should go to Pretoria where I bought the phone and request the slip.

Now this whole thing does not make sense to me. I took the insurance to make things simple for me in case something happen to the phone, and I am paying the insurance and the phone every month with no fail. But when I claim, I am told things that do not make sense to me. I mean I have to travel to Pretoria just to book the phone for repairs or get the copy of the slip? Doesn't Telkom have an integrated system?

I am highly disappointed in Telkom and I will not be renewing my contract. The service is pathetic to say the least.