Claim declined

I have been with vodacom for 4 years now, using my number prepaid simcard with contact phones, 2016 my husband bought me G4 which I used for 7months & it started freezing,?I took it to Vodashop they told me to take it for Repair, my claim was declined, they said it was liquid damaged, I then waited for upgrade using my same simcard, I explained to the sales lady that I still wanted to keep my number she agreed, she even suggested that I should save all my information on the simcard not on the device, she even asked one of their IT guy to help me, unfortunately my phone got lost, I went to vodacom for claim, they sent my claim to cell sure, Again my claim was declined, because I was using a simcard that was not given with the phone. Noone ever told me to stop using my prepaid simcard, my current lost device was not the first, I did upgrade, why was I not told to change the simcard? This is the second claim they declined, what m I suppose to do now?