Complain to vodacom insurance

I have an insurance cover with vodacom for my iPhone 13… I lost my phone two months ago and tried to claim at vodacom insurance and I was told it has lapsed in June this year without being told cause according to them my account had no funds which I was not even told or alert about it as I’ve been paying since last year with no issues… I submitted all the documents they requested including the affidavit from the police department… I even requested to settle the other payments I was behind with but they didn’t take any of that to consideration… I’m very disappointed with the service and not being able to get a new phone as I was insured….please can this be taken to consideration and be dealt with I thank you …..