Horrible service!!!

The service I have received from Vodacom insurance is appalling. My cellphone insurance was cancelled I called in last week Thursday, last week advised me they do not know why the insurance was cancellee and they would call me back in 30 minutes. She never called me I had to call back again today, spoke to another lady who told that it was cancelled because my contract ended and I said iv always have been with Vodacom this is not my first contract yet my insurance has never been cancelled she did not have an answer now I need to complete a mew form to continue make it make sense???!!!