Cellphone contract insurnace

Nothing against cellucity, just against the failure of a consultant that didn't process things through. I took out a phone contract at cellucity, the staff was awesome, and the customer experience was really good. But on that day, they sold me insurance with the device, they gave me vodacom insurance, which is the biggest load of ******* ever. (Sim of the contract must be in the device in order to claim)

But on that day I made it clear to the consultant, I do not want the sim, I do not care for the sim. I will be making use of my own sim. I just want the phone. And instead of offering me other insurance, or removing the contract for insurance. The insurance was processed. And because of this I was unable to claim.

I still had a good experience, even the branch manager tried to assist me with this issue, but he was unable to.

I am being told though to escalate this issue to ombudsman