Denying to insure my phone after their staff member fails to get required documents on time

Towards the end of November last year 2017 I went to redeem my points in exchange of mobile phone at Vodacom Menlyn worth R4700.00 on monetary value. I was assisted by the lady called Bridget and I handed her my ID copy and also requested insurance immediately. She gave me the forms to fill in. After some time a lady from Vodacom called me to request me that I brought the box of the phone and the ID copy to them for insurance but I asked them why didn't they take them same. They didn't even explained that 7 days was not supposed to lapse before I submit I make submissions of the request. The past Tuesday I went to them to take the phone for technical attention and I also told them about the insurance they told me that I can no longer insure the phone because 7 days has past long ago. Who's fault is that because I had all particulars then and someone did not do his job. I request for your intervention.

Regards

Kedibone