No after sales follow up

I have been trying to get my devices insured and I've been calling vodacom. Every agent gives me another story. They have said it cannot be done over the phone but I don't understand this because all my other devices were insured telephonically. Seems like none of the agents at 135 or *** know what they are doing. Some said they will email me the application. Others said go to the store with my ID. Some said they will send me proof of contract. Others said they will send me an form with the pricing of insurance. I'm still waiting for it. So far, all I've got is a contract that shows 1 device I'm paying for but nothing about the other device. So how do I get the devices insured if I have no proof or tax invoice etc. I called in to get the contract and the devices were couriered. What happened to after sales services? Is there no one at vodacom that can handle a simple insurance query.