Worst customer service!!!

I'm really not happy with telkom (express) clearwater mall branch. One of their sales employee is extremely rude and unprofessional. My husband bought phones 5 years ago with insurance till to date.my husband bought a phone last year August and to knowledge we have cellphone insurance.my phone got ******.we tried to claim insurance to were told that insurance was not activated.i am so disappointed the employee just doesn't care,I escalated the matter yet there no accountability.