No proper information was given

I have been a Vodacom client for more than 10 years & insurance has always been there for incase. My phone was ****** about two months ago & I took all the correct steps to replace my phone. NO ONE ever told me that I had to keep the box for the IEMI code because it was so important?!?! Now Vodacom is refusing to replace my phone. So now I want them to just pay me back the insurance money that I have been paying for nothing!! I mean what have they been doing with the money of it does not get used as it is meant to be used?? Then I will let Cell C buy out my contract & then move over to them because they actually care!! I am sick of this terrible service. I suppose by changing the color of a car does not mean you change the preformance after all.