Bad customer service

I took a cell phone contract with Vodacom for my child at the beginning of this year , I also took insurance . I did explain to them that contract was for my child . My child has since lost the phone and I called Vodacom to claim the loss , To my surprise the declining the claim based on the fact that my child was not using the sim that they provided on the phone, But this information was never explained to me at the time of taking the contract, I find it very disturbing that this information is only communicated to me when I claim . Its not fair that I now have paid for the insurance and now the playing games with me when I claim . Had this been informed to me I would have insured the phone with my other insurance . Every time I deal with Vodacom I end up having to fight with them , thier customer service is shocking