Insurance on device a slap in my face!

I have been a client of Vodacom for many years, I got an upgrade in August 2021 and I told the person who helped me to make sure my phone is covered by insurance. Earlier this month May 2023 I lost my phone and proceeded to jump through all hoops and affidavits I even have my old box for my lost phone only to be told that I am underinsured and I have been paying a premium on my old device. Every time I get an email saying this matter is resolved I go to the Vodacom store just to be told I have to pay astronomical betterment payments just to replace my phone. I've been at my width end with this now. Why should I pay when clearly was not trained properly to inform me that I was not covered by the value of my new device?