Telkom Mobile and Telkom Mobile Insurance

I have a Telkom Mobile contract with the Telkom Insurance option that I pay for every month. My phone fell off a flight of stairs on the 28th of December and then I reported it and submitted a claim to have it fixed or replaced. They informed me to take the phone in to my nearest branch which I did. When I got there they informed me they can not except the phone without my first invoice of purchase of the phone, I told them to check for it on the system because surely they must have a copy. They said they cant access it so they cant help me.

I am paying for a service and I am not getting it. My phone is not working and they also wont except it to have it fixed or replaced as per my Insurance policy.

Can someone please let me know what I should do to get this sorted because at this stage I am just not going to pay for it anymore.