Insurance complaint

I have a problem with vodacom. I took a contract with vodacom last year August. I did not have a problem with them until i got ****** this year. I made a claim on the 15th of April and the claim was declined because i did not not use the sim card on that phone it was on the other phone. I took the contract online so i had to call them to request for call records because i don't remember them telling me not to remove the sim on that phone. They told me to wait for 7 days then after 7 days i did follow up but they told me that the person who is responsible for call records was on leave but they can see that there was a request that was sent so they will get back to me in 2 days. After a weak again i had to call them again because they never get back to me. When i called again they said they can't see anything that was sent so the will send the request again and i must wait for 7 days but now its more than 7 days but there is no reply. please help. Cell: *** Name: Axolile Mlolo.