Dissatisfied Vodacom Customer

My wife purchased a phone, iPhone XS on contract from Vodacom Shop at Clearwater Mall on 1 March 2019. She did take out a comprehensive insurance on the phone. The sim card that was used on the phone was a pre-paid sim card which was linked to the device and to the insurance. On the 10th of March 2019 the phone was ****** and it was reported to the Hillbrow Police Station. I then went to the Vodacom Shop to submiit a claim. The Insurance Co. did not honour the claim because they say that there is a "cooling off" period for 3 months because now it becomes a pre-paid device because of the pre-paid sim card but the device was taken on contract. I was not told any of this at the time of purchase and the documents that i signed for insurance did not say anything about the" cooling off" period. The moment the pre-paid sim card was put in, I should have been notified about the cooling of period but was not told any of this. I made several visits to the store to try and resolve this matter but to no avail. The store also acknowledges that there is no such clause in their documents. The manager at the store, Mr Nlompho Segoapa tried his best to assist me, but he has to wait for management for answers. And I also like to point out that we have been customers with Vodacom for over 10 years and its sad that we have to go through this.