Losing paper work when convenient

I took out a cellphone (HUAWEI P20) with insurance and when i tried to claim my phone from the insurance company i was told that they never submitted my insurance paperwork. I went back to telkom for clarification and I was told that they will investigate, they have been investigating since last year December. Everytime I go to the branch in question the manager smiles and tells me that they will get back to... I wrote on their Twitter page even in boxed them but nothing... These guys are just hungry ****** taking advantage of people