Insurance claim rejected

I went to the Fourways Branch Vodacom, to get my contract phone. I asked if i could not get a new number since the one i was using was already my long time Sim. And he said i couldn't change ownership(because that number was still under my husbands profile) and that i would need a new number. And that is what i did.. So in December my phone cracked and it was faulty then in January because my calls were not going through properly i took the sim and put it in my other vodacom phone. Now yesterday on the 8th my phone got ******. And as i am claiming my claim is being rejected. Apparently because my sim was not in that phone...

1. I was not told of such 2. Why is there no communication from the insurance if your simcard is not in your phone. So you know incase you were not told by the consultant 3. As the consumer it is very deceiving 4. The Lady at the Sandton managed to change my ownership.. Something i was told couldn't happen at Fourways

It's clear and known, that different consultants will lead or tell you different things. I'm annoyed with this policy so so much. Now I've been paying my insurance only to be rejected. I'll be paying for data and a phone thats not here 💔. Hate this