INSURANCE NEVER ACTIVATED

I bought a contract phone in April 2019. I specifically asked for insurance and also asked how the insurance works and what the procedures and excesses are. I signed and accepted the insurance cover.

My phone was ****** now and I've followed the process, blacklisted the phone and got a case number. I submitted my claim, after receiving no feedback I phoned Vodacom Insurance and they say that I am not on their system and the insurance was never activated.

I see that this is not the first time they've done this to a customer. I was also not fully advised on the T&Cs of the insurance and never received statements etc. I was informed that the phone was insured when I bought it. This is gross negligence and *********