Insurance Details not processed properly and store continuously lying to us

As a family we have always used Vodacom, Midlands Mall to upgrade our contract and other contract related stuff. This is the second where they have messed up following the right procedures with our insurance details. The first time in 2016 they did not register the insurance however the documents found at store were signed by my mother who is the account holder we ended up having to pay all the months premiuims in one go plus the excess. This time around, I did an upgrade for a device in 2020 October and I have unfortunately lost the device on Sunday the Pietermaritzburg store informed my mother that I couldnt claim for the specific device as it was out of market and I also could not claim for any apple products because they were all out of stock. When I went to the Nelspruit Branch to check I was told according the system the Pietermaritzburg Store had never updated my insurance and my mother has been paying insurance for a device I no longer have. When asked for the documentation or the email which the Pietermaritzburg store used to process my upgrade in 2020, they blamed it on the looting that had happened in July 2021 and said the store burnt down with all the necessary documentation. I am unfortunately without a device right now and am told to wait at least 3 days since they are still going to the warehouse to find the documentation. This is a major inconvenience considering I have paid all necessary things and this is not the right procedure. The consultant who did the upgrade is Allie H from Pietermaritzburg