Not happy with Vodacom insurance

I have been on a cellphone contract with Vodacom for the past 7 years and have never had device insurance up until March 2021.I had my samsung A12 covered for R50 and have never missed a payment since then.Last Thursday my phone was broken,I called insurance and was advised to take my phone to any Vodacom shop for repairs.I took my phone to the Four ways store.The consultant discovered that my previous device was covered instead of the upgrade device,which is obviously Vodacom fault.My phone was booked anyway and was told I will be called about a quotation and how much access will be.I received a text to say I must call the store,I was told they can't pick up my insurance.I was told to call insurance,I did and I was asked to bring my proof of upgrade,well everything was done over the phone,and obviously they have proof of upgrade as they have been debiting money from my bank account every month.As it stands I'm being sent from pillar to post.The store insist I call insurance which in turn advise I call the store.I'm exhausted about this whole thing and I don't think anyone is willing to help me.This is not the first time having issues with Vodacom.