No response from Vodacom/Cellsure

I lost my cell phone and I went to vodacom to report this. I was told they would contact cellsure in order to determine if they would pay out. I was then informed that cellsure would not pay out because I had removed my contract SIM card. I was not made aware of this at the time of purchase of the device. Most of the time I used my prepaid SIM card because I didn't want extra charges on my contract. As a reasonable person, if I was made aware of this I would either have not removed the SIM card or find an alternative so that I can use my prepaid SIM card. I called cellsure to inform them about this and I spoke to Sekoala who said I should send him an email and he would escalate the matter. It has been three weeks and still no response.