Claim process mess up. Poor negligence

My wife renewed her contract with vodacom and received a package deal with two phone devices. Apparently only one device was insured as She was under the impression both the devices would be insured one time. As the consultant did not advise her otherwise. The poor service no comes into play when one of the devices had a screen shatter and went into the same branch where purchase was completed and wanted to process a claim. Just to be informed a week after that the claim was declined due to the incorrect no. was used in the devices and then she finding out then the phone was not insured. We have never touched or did any Sim exchanges since we received the packages. And to be further told only one devices is actually insurance is paid for. So my wife needed to repair the device on her own cost. The funny part is the devices that is insured on their insurance device is the one that is not working with the incorrect number being used so insurance is paid but for which device as the incorrect imei no was captured with the incorrect cell no. And no it's the customers problem because the consultant or the insurance person is the one that did the mess up with capturing information now the customer must suffer. Bottom line insurance is being paid and non of the phones I bought are insured as capturing was done incorrectly and imei and cell no. mixed up. I demand a resolution to the issue, vodacom needs to fix this problem as it is clear that the mess up was from your side. Vodacom service levels are really dropping due to poor communication with customer and efficiency in checking the basics. This is really unacceptable and disappointing as I have been utilizing this service network for years.