Conned by Vodacom and Finrire

I have been paying towards my Huawei Nova 5 (IMEI ***) insurance for close to 2years without lossing my phone. It went missing beginning of January and I gave myself sufficient time looking for it in all the places I could think of until I concluded that it's lost and blocked it via Vodacom then reported at saps . I went to Vodacom mall of the north today to claim the phone, alas, finrite decline saying on the time it disappeared it wasn't using the simcard it came with, yet when last time I had it it had its aim card on it. I amwas told to lodge complaint via *** which I did and they said they'd come back to me shortly. Only thing I got is acknowledgement and that they'll call me buy nothing. Is this what we are paying for when we claim? This makes me wonnder if the insurance is legit or not. I've been a Vodacom customer for over 15years and all my phone's including those of my kids have always been insured but to get this kind of customer service is really spalling. I am now thinking we are being conned by Vodacom together with FInrite which I was told they administer their insurance. This is really poorest of service I've ever had!!!!