Telkom Terror

I did a upgrade in 2020 for a new device before we went into total lockdown.. My request in the Telkom branch in Vangate was for my insurance to be added to the new device.I have been paying this insurance since that time...I have recently made a claim due to my device getting lost .I am now told that the insurance is still on the old device and was never transferred to the new device when I did the upgrade.... Telkom please tell me why I must now suffer due to one of your staff not doing their work..I am frustrated and I need my matter seen to urgently because I need my phone