Pathetic service from Vodacom

I am so disappointed in the service received from Vodacom, I've been their client since I started working back in 2017, I've kept my business with them for all this time and I've made sure that every contract I upgrade with, has their insurance. I was ****** by gunpoint a few days ago, I'm paying almost R700 for insurance on my phone, I proceed a claim with Vodacom insurance for the first time in 5 YEARS and they are rejecting me because the insured sim card was not with the insured phone. I've queried to ask if there's a penalty that I could pay or any process i could take to avoid paying this contract for the next 3 years without having the device and all their consultant say is "No, we can't assist, sorry". I'm bitterly disappoint in the service. I added another number on my profile with them almost 2 years ago and the consultant who added the number for me did not mention that this would hinder insurance claims. the fact that I have never claimed from my insurance since having the contract is not even taken into consideration. If I had known that this is how Vodacom conducts business, then I would've been a loyal customer to a different service provider. I am just asking to be met halfway. I am already facing so much financial difficulty since the *******