Dont use Vodacom Insurance. Its a ****

I bought a brand new A11 for my son almost two years ago at Vodacom Eastrand Mall . His phone had water damage, so I took it to lakeside benoni vodacom repair shop. They called me a week later to let me know that Vodacom Insurance will not pay for the repairs. The agent claims that the sim card was not used since last October. My son has always used his old number, in fact, we were in the store when inserted his sim card. (also vodacom)

At no point were we told that he was to use the sim card they gave us AND the phone is paid for in full. This is not a contract phone. In the last two months, made several phone calls and sent emails which received no response. Just this morning I called lakeside mall to confirm all the above, again, no answer from repairs and when I got through to sales, the call fell. I then called the call center, to be kept on hold while the agent had a fat conversation about her personal life at the other end.

This makes no sense. First no one attends to my complaint or requests and then they reject my claim based on the fact that its a different number HOWEVER they agree, its the same phone I bought and my details. I'm out of pocket after paying two years of insurance for nothing. I didnt buy a number, I bought insurance to insure a phone!!! I have bought all my phones, insurance, data and was contemplating to change my wifi too. Not after this. I am so disappointed. I will never invest in Vodacom again and I will be damn sure to deter others.