No insurance added

Hi, i called telkom because i needed insurance on my phone, they instructed me to send an email to ********** i did this on the 22 october 2018, i waited for my statement and realised they didnt add my insurance, my phone was pickpocketed on sunday and now im stuck without a phone even after requesting them to add the insurance to my contract, i also sent them another email yesterday and i still have no reply to this email, please advise what is going on because i was only given an email address and expected that was just the process in getting the insurance , i will need to cancel my contract if i have no phone, so please advise