DISHONEST VODACOM!!!

Earlier this year (2020) I bought a cellphone (Huawei Y7 2019) on contract from a Vodacom store. On the 5th or 6th day after my purchase I was contacted by a lady from the Vodacom insurance department offering me an insurance on my phone. All I remember her telling me was that I will be covered as soon as we were done with our call. Two months after I took the insurance I lost my phone and called them to make a claim. My claim was approved in I was told that I'll have to pay 10% of my cellphone value when I get to any Vodacom store to collect my new phone. Two days after my claim was approved, I found my cellphone and was HONEST with Vodacom by calling the insurance department to cancel my claim. A few months went by and I lost my phone again. I called in to make a claim on my cellphone and it was denied, due to the fact that when I lost the cellphone, it didn't have my Vodacom contract sim card in it. I told them that I don't remember the consultant who I bought the cover from telling me of this term and condition. I requested for the recording of when I took the insurance to make sure whether or not she told me of this term and condition. They said they'll email me the recording within 7 working days. Two months down the line I still haven't received the recording. The consultant's name who said he'll request the recording on my behalf is Happy Pule. I called them again on the 13th of November 2020, I spoke with Luigi Mthethwa and he too said he'll request the recording on my behalf. He too told me the recording will be sent to me within 7 working days. It's the 22nd of November and I still haven't received that recording. I don't understand why Vodacom wants to cheat me on my claim and why are they so reluctant in sending me the recording I've requested, while I'm honest with them and have never missed a single month on my monthly premiums.