Claim time = hassle time

It's so sad that when people do marketing they Excell, but when it's time to give service you will get the run around. I have contracts with Vodacom for +-10 years, currently paying +1.9k. I took my phone in for repairs and getting extremely poor service. I expect to get call last Tuesday for an update/ excess amount, since I have insurance. Till to date I have not received that call. Yesterday I got a call that my claim might be rejected because of the Sim card I was using on the phone. 🤔 ❓️ how possible is that claim can be rejected because I sometimes change Sim cards on the phone, did I insure a Sim card or the phone. When the contract ends, I'm definitely moving from Vodacom, they are not worth my loyalty.