Not satisfied with Vodacom insurance

I am not happy with Vodacom Insurance vodasure finrite. My phone is under insurance but now they claim that I was not insured. I have paperwork that proves and shows. They are sending me from Pilar to post but I was paying them each month without skipping a payment. Vodacom needs to answer to me why can't they give me my device. I did all they asked of me, not to remove the SIM card now I did just that. But now they claim I canceled my insurance. Please someone needs to help me with this.

My email is *** ***

I need answers