Telkom insurance bad service.

On 2 June 2021, I bought 2 cellphone on contract of 24 months and include insurance for both phones. ON 15 December 2024 I lost a phone, now telkom insurance is delayed process of replacing the phone, just yesterday they said insurance approved with access of R3750 on which that money was never written on the insurance contract, when I asked them they're telling me is 15% of the insured phone, my issue is when I took a contract I asked the consumer at front desk the amount that they will insure the money and the access amount on 02 June 2021. Now is 2025 the telkom has new rules. I have requested the copy of signed contract were they refer their procedure of claim if indeed I read the contract to understand about the access they claim now. Up to now I did not receive that insurance contract they are referring to. I also reported the matter to the store which they were surprised amount the requested access, they said they will ask for clarity of which they also never get back to me. I have tried to to raise my concern internally but since is being more than 2 months without a phone I will have to look for external assistance regarding this matter. And the worse part is I'm still paying insurance for the phone that I don't have.