Insurance not loaded and an additional device on the account.

Recently My Wife and upgraded a line with Vodacom at the Vodacom Shop in Century City. We upgraded one line and was offered insurance on this line which we accepted. The consultant had us fill out the paperwork and handed us the device. a few months later the phone was lost and upon calling Vodacom we were informed that no insurance was loaded on the phone and also that according to the system we have 2 of these phones. 1 Why were we told that we had been covered after accepting the deal and the insurance cover, 2 how does vodacom have on record that we have 2 of these devices when we only upgraded one line? This is really pathetic service, Surely Vodacom can check the date and time of this upgrade and see that we had accepted these offerings. Please can somebody contact me to have this resolved as a matter of urgency. ********** 661