staff mistake = customer punishment

So in May this year I upgraded my phone at Telkom Menlyn from Galaxy A2 to Samsung S23. Somehow the consultant did not process the insurance papers appropriately, but what I know for sure from that moment my premium changed drastically to accommodate the new fone. October i loose my fone now I am told stories by Telkom insure Admin plus that the phone was not covered, I go to Telkom they tell me the phone is covered. I am left in limbo now .Then they come to me to say the calim is approved, now I am told the phone can't be bought because the IMEI number cant be picked up. How the hell is that my problem now, i did my part insured my phone and paid for it monthly. Why am i suffering for other internal staff mistakes?