Insurance non payment for repair

My husband has been a client from vodacom for almost 6 years, if not 6 years, last year the phone fell amd had a different sim in and for that reason the insurance declined the claim for last year December, this year June he took the phone in again for a screen that cracked from falling and this time his Vodacom sim was in the phone, the repair centre send me a quote that we need to pay for the repair, first we had to pay a R400 access fee, and now we have to pay over a R1000 for the repair of the pbone, my question how can I get a reason for decline of a December 2019 claim if we gave the phone in at Vodacom 4u now in June 2020. I am utterly disappointed we pay about R800 every month for the laptop and cellphone contracts and the insurance for both is included in the amount, now the repair centre want us to pay another amount of more than a R1000, we have already paid the access of R400 for the second repair, why are we paying insurance if we have to pay to fix the phone, the R800 plus the R400 already comes to R1200, and they still expect us to pay another amount of more than a R1000 to fix the phone. I might as well take the phone to the Pakistan people and I wont even pay so much for the repair.

I am definitely wont let my husband take out a contract with Vodacom.