Lost phone

Goodday Im mot happy of the service at vodacom on friday 30 may 2025 my husband lost a phone and reported at immediately to customer who blacklisted the phone and the ref no for itc ***2 and now we went to vodacom shop on bapong ke ya rona to claim from insurance when we get there they ask us for the box of the phone and we dont have the box we explained everything but we were told without the box the is nothing they can help us. We are paying insurance for the phone and we took contract on the august 2024 and every time they get their money without any hussle so why are not getting help we stop payment we will be black listed im not happy at all with their service.