Desgusted Client on insurance claim

Vodacom has the worse customer service and insurance consultants.I have been paying my contract on time every month via debit order with insurance included this is all stated on my invoice however it has now come to the point where i have to claim on my insurance.A very rude agent now tells me that I haven't paid my insurance for 2 months which i don't understand cause i never request a cancelation and is now asking me to pay the arrears before i can claim that is not even the worse of it after checking my invoice the products listed does not add up to my total deduction including VAT so where is the other money going to??? The rude Agent is Nkele More from the insurance department please vodacom I've had 2 paid up contracts with you and this is how u treat a loyal client??