Iphone not updated for insurance

I did an upgrade May 2020, I filled an emailed forms to update a new phone for insurance. When I called to check if it has been updated I was told it has been updated. I lost my fone on the 10th September 2021 and went to vodacom the following day to claim, I was told the device wasn't updated. Thando who works for Vodacom said they will update and it will take about 3 hours. Went back on day 2 not updated. Day 4 I called vodacom I was told the constlultant that helped me is off. She never gave me back the affidavit. Called call Centre everyone is saying they will update it, asked me for proof of Upgrade, I sent it to Kotloano no response. When I call I talk to different people n make me hold then hang up on me.