Insurance decline to replace my phone

I got ****** twice in two weeks. I have put in a claim to insurance but before doing the claim I spoke to a call center agent who told me that I could claim for the particular phone.suddenly today when I call for the claim insurance says the policy has changed and the sim has to be used with the phone.This has never been disclosed to me before and it has never been like this before.this is not the first time that Vodafone insurance has done this. They try to avoid replacing what was lost by saying clauses has changed and yet I pay on time every month. Also when I tried to cancel this insurance,I was told I couldn't as the line is locked.of course it's locked , it was ******.