Phone insurance issue

I have a phone that is insured by telkom which is a replacement of a lost phone that was previous insured, the issue is the insurance still has the details of the old phone not the new one and im still paying the insurance which to my knowledge im paying for the current one . I have been paying insurance for this phone since 2023 now its 2026 and i tried so many times to resolve this , i even went to telkom few times and they keep telling me to call or email and that email doesn't receive emails. So its been back and fourth with no help