nor service, no help, Vodacom staff are confused!

Both my phone was ****** and unfortunately, I do not have the box it came in anymore. I struggled for days to get information on which of my two devices I had insurance on. In one contract I have a Samsung A31 and in the second contract, I got 2 Hisense devices. I was told on different occasions that my Hisense was not insured then when I want to claim I then was told no it is the Hisense that is insured then after that again was told no it is the Samsung and then again confirmed that it is definitely the Hisense contract with the insurance. Now nobody can help me because I don't know what the IMEI number is for the ****** phone...surely they can check it on their system? Now I can not claim from the insurance because they don't know the IMEI etc...I have been a loyal customer for over 10 years, why must I struggle with customer service??? This morning they phoned me to ask which of the two Hisense phones have insurance, seriously! I was not asked which one to insure when I took out the contract, I just said yes I want insurance on the contract and I was billed for it ever since I received the phones.