Telkom's bad service

I took up a phone contract earlier this year. I insured the phone with Telkom's insurance vendor. My phone recently got ****** and upon lodging a claim, I was told that my phone is not insured. I requested the contract and the checklist I signed and it shows that I did take insurance for the phone. Apparently on my debit orders, the insurance portion was debited because of the sales person that was helping me on the day. I have been waiting for 3 weeks now and everytime I follow up, I am told that someone is still investigating the matter. I have to go to the shop everytime I want some kind of feedback otherwise there is no one who updates me on the matter and no one seems to be interested in resolving this.