Unprocessed insurance forms

On the 22nd of December 2016 I purchased an iPhone 7 plus from Vodacom savanah mall in Polokwane. On the same day I had filled in the relevant forms to be covered by their cellsure insurance company. I had provided all relevant documents and signed all relevant papers. My phone was ****** a year later and once I had followed all the correct procedures to claim from cellsure insurance they had told me that I am not covered by their company. This occurred in Bloemfontein and I had asked my mom to find it from the store I had purchased the phone from what exactly what had happened and they told her it could be defaulted payments. When I returned to polokwane I decided to follow up the matter myself. Upon arrival I had found out that the consultant who had sold me the phone and who was supposed to send my insurance forms through was no longer an employee at the store. The matter was then handled by another consultant for roughly about a month (December 1 2017- 9 January 2018 ). No progress was made in this time till I went to the store on the 9th and spoke to another consultant who had called cellsure to find out if they had received any insurance forms on said date of purchase, to which I was told my forms were never sent through from Vodacom to cellsure. I was then told to speak to the manager of the store whose name is Ludwig and he called cellsure to confirm the papers were not sent through, upon confirmation I was told in store that they can't do anything about the matter and that I was in the wrong and at fault for not checking if my papers were sent. However vodacom is a service provider. Their consultants are there to help provide the service and after paying nearly R20000 in cash for a service that was not provided I am being told that I am in the wrong although the consultant in question did not follow through on his job and send the forms through to cellsure once I had completed them. The matter needs to fixed on the part of vodacom because the forms I had filled were not sent to cellsure from Vodacom and that was a consultant error and an error on vodacoms part and not me as the customer seeing as I was not the one responsible for sending the forms through .