********** debits for a device reported lost

I purchased a phone - SamsungA2Core - on May 25, 2020 from Vodacom Hartswater and took out insurance for it. On July 10, 2022 I travelled from Mafikeng to Hartswater using public transport and 20H00 noticed that my phone was missing. I had last used it in the taxi and when I tried to blacklist it I could not. So on July 11, 2022 I went to the police station to report my phone lost, and I was referred to the Vodacom store for assistance with blacklisting the phone first. I visited the Vodacome store and got assistance, went back to the police station to lodge a lost property case. When I returned back to the store, the agent assisting me called the insurance and was told that my claim would not be processed. The number I used on the lost phone was linked to my work number and I tried to do a sim swop but could not simply because I could not remember the last five numbers I had called from that number - I was not using the number for calling any more, but for receiving work calls and whatsapp messages. My account is debited for the insurance every month, yet I do not have the device anymore, and each time I try to call, it is a frustration because I hold on for hours on end. If you are going to debit my account, why are you not replacing my device I need a phone, the very same phone for that matter - if you think I want to upgrade, and want to punish me, how long are you going to debit my account for nothing REPLACE MY DEVICE AS IN YESTERDAY