Cellphone

Hi My mother in-law has 5 Vodacom accounts so one of the new phones wuawei y5 got ****** we pay insurance on both the phone and we bye it the same day and the same phones now we want clam the one phone that is cone and now they tell my **** they ask me if i insert the simcard in that phone and so on and so on i ask them wat does the simcard have to do with the phone i pay every month the phone and the insurance not skip one so please help