Bad customer service (insurance)

Good day.

I am very unhappy with the service I have been receiving from vodacom. I took out a dual contract last year October on a Hauwei nova 8i and Samsung S21 ultra. Two days after my purchase one of the agents called me to take out insurance on my S21 Ultra which we agreed to telephonically. Last week when I called to check the status of my insurance for the device since I have not been receiving any communication on it since last year, also horrible of you, I now find out that my S21 was never insured and the Hauwei is rather insured. Which was never the agreement. Now that I am asking for the voice recording between myself and the agent no one is able to assist me. I am being sent back and forth being held on the line for long with no assistance or positive feedback. None of the agents are even able to refer to the correct department. This is appalling. I need that my S21 gets insured since this was the agreement had and which i have been paying for for a whole year now. I cannot be treated this way due to one of your agents mistakes and unattentiveness.