Disgruntled customer 2018

Vodacom has been a wonderful service provider to me since June 2016 until February 2018. Almost 2 years. However, since my phone got ****** it is difficult for me to claim for a new phone even though I pay for insurance every month. I got a case number at the Police station and claimed insurance at Vodacom Eastgate but I still don't have a new phone from Vodacom. I claimed on 05 April 2018. I went to Vodacom Greenstone today 12 April 2018 and I was told that my SIM card was not in my phone in August 2017. I sometimes changed SIM cards when I went to Lesotho last year but when my phone was ****** the SIM card that I got from Vodacom when I bought the phone was still in the phone at the time it was ******. I am not happy at all.