Paying R 750 p.m. for a non-contract uninsured phone (Vodacom Eastgate & Vodacom)

I have been a contract customer with them for over 5 years. 2 Weeks ago I was ****** and my phone was ******. I firstly couldn't get hold of Vodacom telephonically, as the automated system keeps saying that my phone is on prepaid. weeks later i still don't have an ITC nr for the police station. Upon my wanting to submit a claim against my Insurance with vodacom, taken out expressly because of the cash value of the phone, im told that i never had insurance. I pay R 750 p.m for a pre-paid phone with no insurance. No one has bothered, even after i sent a complaint to their CEO's desk??