Insurance claim declined

I have been a Vodacom contract client for more than 6 years, on the 10th October 22, i went to report a lost phone at Menlyn mall Vodacom, only for Vodacom insurance to decline mu claim saying my sim card was not in the phone upon losing the phone, i informed that's not possible, Vodacom checked successful calls till the last day and they found indeed my calls were successful till the day i reported it, meaning there is an active line.

Finrite Vodacom insurance then mentioned they insuranced a phone with IMEI *** and the phone with successful calls till 10.10.2022 is not under insurance and they don't know IMEI ending 23105, i must proof were i got the phone

I mentioned to them, i used my first P30 pro Huawei before it got lost in Dec 28, 2019 and the phone was replaced with a new second P30 pro on the 3rd January, which i paid 15% access fee to get a replacement ph3 and paid R4283.00 at Vodacom Wonder park upon collection, that's the phone in which I'm reporting ****** now.

Finrite Vodacom insurance said i must look for proof that indeed i received a replacement phone & proof that insurance covers that new phone, i went to Vodacom wonder park they gave me an authorization letter that Finrite Vodacom insurance approved a replacement phone on 3rd January 2022 and that phone was covered under insurance, i submitted those documents to insurance till now my claim is not approved, due to insurance saying the IMEI of the phone is different from the IMEI they have on records they asked if i could have taken the phone in question for repairs and the motherboard could be changed?

I informed the insurance in April 2022, i took in my phone at Vodacom repairs menlyn mall due to charging pod not working, I was told phone is under warranty no cost will be charged, they booked it in 3 days, later was told its ready, i used the phone for 2 days and it started again not charging, i took it back and it was fixed and i collected it 2 days later and the phone worked perfectly till Oct 10th 2022 when it got lost..

My issue is my claim is declined and to my understanding, Vodacom menlyn while repairing the phone might have replaced a new motherboard which resulted in unmatching IMEI numbers and they didn't inform me or the insurance about changes, insurance told me to look for proof that my motherboard was changed, i went to Vodacom menlyn I'm not getting the help for the past 3 weeks, they said on their records they can't find that my phone was repaired and that Vodacom has changed systems they can't retrieve their old database.

Vodacom wonder park was able to retrieve that insurance approved me new phone in 2020 but Vodacom Menlyn can't retrieve that my phone was repaired in 2022 April this year and a possible motherboard changed which resulted in IMEI number not matching at the Insurance company ?

Insurance keeps deducting my account for phone insurance they claim it's not on their records, can Finrite cancel my insurance, repay the monthly fees they been deducting because they been debiting my account for a phone they claim is not on their records..

And Vodacom contract must also cancel my account with immediate effects 3 10.10.2022.

I spoke to manager Israel for 3 weeks with the proof he requested for replacement documents, now his requesting repairs documents that a local store can't provide.

Should they not approve my claim today 31.10.2022 please can Vodacom cancel everything under TK BOHASU ***