Bad service

I have insurance with vodacom for two devices, my daughters were ****** the bag which had their cellphones in it amongst other things. So I completed the documents needed to claim insurance sent them through on the 1st April 2019 to NelisaM@finrite and claims.deviceinsurance ********** Didnt even receive acknowledgement of receipt of documents. On the 8th I re-sent same email to same address then received an email as well as call from consultant Neo Selepe asked me to send documents to her, she then told me that my claim is declined because cellphone numbers and devices I'm claiming for do not correspond. I explained to her that I have 4 contracts with vodacom and she seems to have incorrect information but she said that's the information she has on screen. What I would like to find out is why is Vodacom declining my claim while they're debiting me monthly and telling me about devices that I don't know of which are insured under my account. I NEED for them to conclude my claim causing such inconvenience for my family after an ordeal we went through. I have been a loyal customer to vodacom for years and I thinking of leaving the network if this is the type service we receive from them . I'm very disappointed .