Disappointment with Vodacom

I have 2 contracts with Vodacom and have been a customer of their for over 5 years. I got a new handset on the one line and i took out insurance for the handset. I then put in the other line in this new phone which is the line that I have been using for years. last week i dropped my phone and the screen cracked so I took in my phone to Vodacom Lakeside Mall and a day after i received a call to say the claim had been declined as there no insurance. i called vodacom back and was informed that because i changed sim cards the insurance will not be recognized. I have been informed by Vodacom that it will cost me R1700 to get my screen repaired and they are willing to bring the price down.

Is this fare. I am disappointed with the service