Insurance claim not assisted

I had my cell contract taken with Vodacom and the relevant insurance cover. Paying for over 2 years and tried to claim for accidental damage. Want the phone sent in to repair the screen. I was given the round about between the call Centre, store at Westwood Mall, and the insurance department. They need a proof of purchase. The only issue, the store in which the phone was bought has closed. 6 months later and I'm still not assisted.