Telkom finrite insurance is just useless, **************** of our hard earned money

I recently lost my phone (Sony Experia XA2 Ultra) which I bought on on contract and also took the telkom finrite insurance same time paying R120 monthly, I blacklisted the phone, reported the incident to the police and open the case, even did the affidavit,have the case number, then I call the telkom insurance administrator only to be told that they can't pick me up on the system using my ID mybe because at telkom store(telkom festival mall) where I bought the phone they didnt capture my documents well which is nonsense, I even sent the proof of purchase as well as the invoice they requested trying to prove that I'm paying for the insurance and here I am being given so much drama for the phone I've insured with my hard earned stipend..So basically I should be refunded all my premiums and cancel the insurance right away since I'm not on their system..three weeks later here I am still with no help