Insurance coming with stories not to pay claim

How messed up is this... So I have insurance with Cellsure from Vodacom for my Vodacom contract cellphone. Today I called them to claim for my cellphone that was ****** over the weekend they first tell me the IMEI number is not the same, then I confirm it must be the same as I have a copy of my insurance policy. Then they ask me did I do a replacement phone cause it seems so. I said no this P9 lite was my cellphone contract upgrade phone not a replacement phone. Cellsure then said my claim is not honoured.

Then I called Vodacom asking what is going on they said no they understand and see my P9 lite is insurance they will call them and give me feedback, Vodacom called me back saying the insurance say no my claim is not refected its being investigated but he cant really tell me what the problem cause on their side the correct phone is insured he knows know what they mean by "did I have a replacement phone"

I called cellsure back, now a different story, consultant told me the matter has been esculated to management to make a call as my sim was out of my phone in Aug for more than 30days. I told her that's bill **** they coming with one story to another. This is my everyday phone and sim why would it have been out of my phone in Aug for 30 days . Surely Vodacom has a record of my calls, msgs, emails, data usage ect for the month of Aug indicating I used my sim. Please contact me on ********** or **********