Phone insurance claim

I upgraded my data sim that comes with the router to a contract phone. I asked the lady if the phone has no data plan as I was using a router sharing it with my son. She advised that I can add a sim with LTE bundles.

Within 12 days I was picked pocket on my way to work. I went to vodacom to ask at vodacom what options do I have. They told me about the theft cover that I qualify for since my phone was less than two months old. The lady processed my claim and it was declined, her colleague asked what reason did she select when processing the claim she said " *LOST* " they promised to process it again with the correct reason " ******** . When I went back to the store she told me a different story that she was mistaken it was a death cover. I left confused to another store, I was told that the reason my claim was declined it's because my Sim was not in the device.

It was never communicated with me that I must insert the data sim in the new device, during our data conversation. Why must I suffer for something I was never told I feel deceived.

I phoned vodacom and they are sending me back and forth between them and the insurance company. How do I contact insurance that was not yet taken? But out of desperation I contacted them, and I was told what I already know that I don't have insurance with them therefore I have no rights to claim. Vodacom is suppose to claim on my behalf as this is an insurance taken by them for their customers. I feel so betrayed, I've been loyal to vodacom as a customer but what do I receive in return? I am running around like a headless chicken looking stupid. Who really claims for insurance she doesn't have,? who does that?

Please fix this