Bad service on long term customer

I winners ngoveni experienced a bad service from vodacom on my last upgrade on my business cellphone under rivoningo business enterprise cc (***). I received a call to say my upgrade will soon expire , I then insisted to remain under Nokia but they insisted to send me a Microsoft cell phone which was delivered to my door without a pouch and screen protector , I then went around looking for those things to protect my phone, but I couldn't get any of those protective kits . Since I received that phone it had a problem of over heating from day one and the battery life span was very shot so much so I had to charge it twice a day returned it to the vodacom shop , they detected the problem but didn't do anything about it, my phone then fell and cracked a screen, I returned it back and the held it in and say I must pay 3300 to get my phone back, but to my best knowledge i have an insurance but they say I don't , where on earth can a business cellphone contract not have an insurance