Not insured

I took out a cellphone contract with Telkom and CELLPHONE INSURANCE on the 08th Dec 2017. A month later I got involved in an incident where my phone got ******. When I called Finrite to claim, I was told that my application for cellphone insurance was not submitted. I called Telkom's call centre and they also confirmed that my bill does not include insurance fees.

I was assisted by Elias Mafuthe at Telkom - Mall of Africa and we did a checklist together and I have proof. What do we do in this case? Who is now liable for this huge cost? It can't be my fault that someone decided not to do their job.