False insurance promises

I had a fully comprehensive insured cell phone with vodacom through finrite insurance. I upgraded my phone and asked that my insurance be transferred to the upgraded phone. I found out about 2 or three months later by accident that my request was not done. I thought well hey since the old device is still insured I'll get the screen fixed; which broke during the time I still used it. I sent the old phone into vodacom to have it repaired only to be told by finrite that I cannot claim due to not having my simcard in the device. I have listened to the voice recording and it states that I may not have another simcard in the insured device but nothing about having no simcard in it. I am now not getting any response from finrite and feel they are not honoring my insurance claim. I have been with vodacom for almost 20 years and have never experienced such bad service in my life. I will not recommend finrite insurance to anyone