Failure to claim the insurance

I have insurance with Telkom and when I took the insurance the instructions they told me was that incase my phone is lost/****** I will have to blacklist the phone and not the sim card. Now that I lost my phone they say that I will have to blacklist my sim card in order to claim a new phone whereas that was not what they told me when I first got it. They are still sending me on a wild goose-case and they are still debiting for the lost phone and the insurance that they refuse to assist me in claiming. I'm glad Telkom is being bought by a new network provider because the current team are just ****** that will do anything to save money, irrespective of client needs and the agreement they made with the client. Get out now before they rob you as well like they continue to do with me.