Disappointed Vodacom customer

My father bought my wife a phone on 04/06/2018. It has been debiting every month with its insurance included on the invoice.

Came this year last month her phone got ****** at work by a customer. When my dad made a claim after I made him aware that on the invoice the insurance is included on the monthly amount being debited.

Vodacom declined the claim stating that the cellphone used a different number to the initial one (although it was the same network).

Vodacom is a rip-off as the consultant that sold my father the phone never mentioned anything about should the initial SIM card be removed then the claim will not cover.

Does Vodacom even send text or a follow up call to inform its clients about this SIM card or different number issue ? If so they why do they keep debiting although they saw that the initial SIM card was removed?

Iv been a Vodacom customer for almost 10-15 years and I am disappointed in the treatment we are getting from their claims department