no response from contract department

i have been asking for copies of my contracts with Vodacom for the last week and i was told i would receive them within 24 hours.48 hours later i phone the customer care line and i was informed that they could not process the request due to copy of my id they needed but i was not informed that they need this information and was not phoned or emailed to ask for this information. I was given a reference number when i called the first time so they should have all the details of me but still they failed nor cared to contact me regarding this information. Today phone again and now they have problems regarding their network. i need copies of the contracts as my insurances is requesting them for a claim on a iphone 6 and iphone 5 when i had a breaking at my home and they were ******. i do regret having to go to extremes to get vodacom which claim to be the no 1 cellular provider in South Africa to get a response from them and they just dont care just like any of the major companies in this country.