poor customer service

So so disgusted with Vodacom and Finrite Insurance...I have ALWAYS had handset insurance included in my monthly debit order. I dropped my phone two weeks ago and needed to claim only to be told that the Insurance terminated my insurance with absolutely NO NOTICE given to me as a consumer!!!! talk about insufficiencies in an organization as well as a VERY RUDE lady in the call center named LUMGAI who cannot assist with anything nor escalate anything. Vodacom expects me, the consumer to bear the brunt of their system that has allegedly made the error IN OTHER WORDS the consumer must foot the bill for Vodacom and Finrites ERROR?!! WHat happened to customer service? consumer rights and the list goes on....