Telkom is disloyal

Been with telkom for the past 4 years, the first phone I had was a Samsung S6 which was ******, unfortunately it was not insured so I couldn't claim, however being the LOYAL customer that I am I continued paying till it my 2 years was complete! I took another contact with them which was a P9 which I insured because of my last experience, at this point I was paying for 2 contracts yet only having 1 phone, in October I upgraded my P9 to a mate20 Lite, my phone was ****** on the 14/12/2018, the sad thing is that I am having such a struggle to claim, Telkom is making me run around like a fool, my payments are always up to date I've been a loyal customer and now when it's my turn to claim I'm given such bad service, for the past 2 weeks I've been calling and going to the branch I was asked to liaise with Finright insurance, when I call them, they say that they have no record of me purchasing the P20 and the system still shows the P9, so I went back to Telkom store and picked up a policy number, they said that I should give Finright the policy number and they would be able to pick up the new phone on their side, I called finright this morning and there is absolutely no record of the P20 on their side, the policy number is still showing the P9, now they want proof of purchase and payment for the P20, this is damn ridiculous, I was debited twice for the new phone, Telkom clearly stated that the P9 was cancelled, what kind of pathetic service is this, this is really unprofessional and unfair to me, At this I am so frustrated that if I don't get the service I deserve then I will stop paying!