Disappointed with the insurance company

I am extremely disappointed with Vodacom. After paying for insurance for over 3 years I never received the T&Cs after asking on several occasions. I damaged my phone and took it into the store for ROR only to be told that my insurance will not cover the claim ... why have it then? Upon receiving a claim tracker I also found out that I was still covered for my old phone and not even the new one even though the insurance section called and still increased the premium as it was a more expensive handset than the previous one ... now this. What kind of service is this?