Unhappy client.

I am very much dissappointed with telkom insurance, I bought a phone at Telkom (gateway) on contract earlier this year then I was advised to cover my device with their insurance of which I did. The problem started when out of curiosity I called them just to check on the status of my insurance cause I know how they work, I went to Telkom in R.bay (inkwazi mall) another consultant called them and let me speak with them, to my surprise that an agent from sinrite said they could not pick my profile with my ID number or policy number. I then went to umhlanga where I bought the phone and explained but still they wouldn't allow me to even get inside instead I was given a number and the email address for sinrite. I then called them again and I was told that I am not covered with them, this has been very frustrating because this means if anything had happened to my device it wasn't gonna be fixed. This means I can't even cancel this since they say I am not their member. They debit the funds every month and I have statements to prove that but still they've got the guts to tell me that I am not insured with them. I have tried to email them but no one ever bothered to assist me with this and all I want to do now is to cancel the so called insurance because that means my money is "lying" somewhere.