Insurance claim dispute

in 2019 I upgraded my contract and got an iPhone 7, when doing the upgrade i had requested for insurance on the new phone, the consultant acknowledged my request and when i checked my invoice there was insurance deductions which was in line with my request to have my new phone insured. The problem started when i got hijacked on the 26th July 2021 and had my belongs taken from me. I called Telkom to block the phone and then started the insurance claim process. That took a turn when i was then informed that my old Huawei phone that I had upgraded from in 2019 was the one still insured and not my iPhone as per my request.

Your consultant's error is now affecting me as i need my phone for work and you guys are still deducting yet i am unable to claim for the phone. further to this inconvenience caused by yourselves, I tried to upgrade my contract yesterday as i am in need of a phone but yet again one of your sales consultants had put my profile on pending (order no: ***A). They had called me for an upgrade, i then asked if they had iPhone 11 and as no surprise they said no they do not have stock. Because of that conversation i was placed on pending (WHY?)

this claim has been going back and forth with no way forward for too long and your claims department and customer services department have been of no help.

i request urgent remedial to this lack of customer centricity and errors of your own agents.