Telkom Proof Of Purchase

Got a cellphone on contract from Telkom January 2019 and insured it with Telkom again. My screen was broken so I called the call center, I was advised to take the phone to store just as the girl was about to hang up (without explaining anything) I asked what should I bring she said my ID & THE BOX. I went in on Saturday and was told to bring proof of purchase, they gave me the number 10213. I called them they just took my number and ID number I'm still waiting for the call as we speak. Used the online chat 2 times and was assisted by two very stupid agents, took them minutes to type a useless reply, I keep telling them I don't have the delivery note but I got no good answer they just gave me the 10213 number again.

I need my device fixed as I've been paying the insurance, I have all my invoices, with the phone details and my details so what's so difficult. Why does Telkom let us ensure devices if the devices are not ours, why not ask for the proof of purchase when we apply for the contract, why deduct an amount monthly and give us problems when its time to claim??? Where was this proof of purchase when I was applying for the device insurance??? I NEED MY DEVICE REPAIRED NOW, ******