Very very bad service

I took a cell phone contract with them, now my cell phone has been ****** luckily it was insured, now the problem is that the insurance company wants the quotation from Telkom so that they know the value of the phone in order for them to pay it, Telkom is refusing to give me I went to store where I took the phone they refused they said they don't do quotation I explained the reason why I need it, they still refused, I phone their sales department on the number 081180 I phoned them they said I must go back to the store, went back to the store still refused even though I explained that their sales department says must go back to them,no one is willing to issue the quotation, they are just sending me from pillar to post, the insurance is waiting for the quotation I don't know what to do any more. my number is ********** 806