Poor and Unfair service

I have 3 mobile contracts with telkom I took or contact in the last 14 months And when I took contract and I signed insurance agreement. I have now lost my device and when I put on a claim I was told I don't have a insurance. Went to branch (Northgate branch) and I was told that insurance was requested and signed for, however the consultant did not process it on a system and consultant is no longer working in a branch.

It's not my fault that consultant did not process he insurance requested and as much as I have more than 2 contracts how would I have known that one insurance is not active?

Now Telkom Mobile Northgate doesn't want to help, instead they want me to pay 2400 9r take new contracts, how is that fair?

I'm so inconvenienced, struggling and so frustrated.

Telkom mobile has failed me and treated me so unfairly 😭😭😭

Contract number; ***