Phone insurance

Just found out today that I have a cellphone insurance when I called in to cancel my current contract. Fast forward my phone fell in the pool and I had to buy a new phone... When I call the claims department I'm told that I don't have an insurance. I go back to head office I'm told I need to go to the branch to find that I have insurance... So I need to be running after Vodacom to prove your internal systems are/are not talking to each other where the one department says something different to the other? During this pandemic, I must be queuing for something that can be resolved over the phone??? If I do have insurance, I've had to buy another phone... What a waste...