Insurance not Activated

I am currently in a fight with Vodacom Lephalale (Mall) regarding a S7 upgrade I did in January 2017 and insisted on insurance. I filled in all the application forms with the consultant at that time. A year later my phone fell and broke. I handed the phone in for insurance repair to be done, to find out a week later that there is no insurance on the phone. I requested that they get the contract and see that I did request insurance. Apparently the consultant (conveniently no longer working at the branch) did not activate the insurance. I feel that the bad service I got from Vodacom Lephalale is not my fault and that they must take responsibility for their mistake. This is the last time that I used Vodacom and will never again upgrade with them due to this bad service.