Claim for the unclaimed!

I took out a 2 for 1 deal with Vodacom at Southgate,I asked to port my old number to new device , which is Cell C. Sales lady, said not possible as it's a Vodacom starter pack which is being sold with the device,OPPO. I also took insurance policy for the device's,a month ago when I wanted to claim for cracked screen,was told that my insurance is covered under Nokia and Haiwe which is not my phone's,asked for them to correct it,they did. Unfortunately for me,my partner lost his device a week ago and blocked it ,he wanted to track it,was told it's only the police or company phone that can use that service. Now due to the the number that's was not used originally on phone,we can not claim for another device,it's a contract phone,paid monthly and we thought that the insurance cover is for the device not sim. Was told by the call centre agent that we must wait for an upgrade next year as we are due for it. Thanks