telkom and their insurance

I am a TELKOM client. the past few months I was due for an upgrade and I visited Telkom store in cape town Adderly street and I was assisted by one of the team leaders named a Nicko who provided an excellent service at the time. on our conversation I asked for an insurance on the new device and he said that the new device would be automatically be insurance with the current insurance premiums then the old device wont be insured.

a month later I got ****** the new device and went back on the store on the 9th to put in a claim. a friendly consultant named Josh assisted me. he told me that the new device is not insured and that the old device is the one that is insured. I was so shocked to hear those news but then he said he would change it its just a click on their side. I then told him that is making me worried can I speak to the superior only to find out that the superior was the person I dealt with from the first place. he came and confirmed the same thing that the new device automatically is insured when u do an upgrade, and said that josh should processed with the claim and that I shouldn't worry. one week after I put on the claim for the new device, the old device got ******. then what should I do as im suffering a lost of two devices and there's no hope of being sorted out.

SUPRISINGLY when I saw my statement the insurance premium that am paying after the put on the new device is more than what I used to pay. when I enquire was told because of the value of the device I will pay more. I am not happy about this as I was never advised on the day I did the upgrade.

I didn't see a appoint of doing it if I am still going to pay more for the device as well as the insurance premium. today 05/12/2019 I visited the store to the store to find out what's is going on regarding the claim and josh said the insurance never got back to him. we called the insurer only to find that they only looking at the matter.

I HAVE NEVER MISSED ANY PAYMENTS AND IM STUNNED BY THE TERRIBLE SERVICE IM GETTING FROM TELKOM. I would like somebody to get back to me as soon as possible regarding this matter. i dont have any cellphone at this stage.

05/12/2019 someome from the insurance company promised to call me at 12 pm today 2019/12/06. no call at till now is 15;27.