Bad service ( insurance contract)

Vodacom has this far gave me a bad service I am not happy with their services, I had an insurance contract with them, now that my phone is lost they declined my claim, because they say my sim card was not inside when it got lost, I didn’t know that was the regulations of the contract, because they had not sent me the contract policy, over a year having insured with them, and paying them with no problems, with all the details of the contract, can you guys help me with getting a new phone from vodacom, since they are failing to provide me with my contract agreement and call recording of the deal I had with them, I’ve been stuck with this issue for a month now, with no proceedings of the claim, they say I must wait, I’ve waiting for a month with no follow up from them, I’m the only one who keeps on calling to find out what’s going on.