Poor service delivery

I am very frustrated, My personal belongings got stollen over the weekend including my phone that I insured with Vodacom. I have been a contract customer for over 5 years. I went into vodacom branch at Lakeside mall and i was told that my device was not insured & that the insurance was canceled 2019, i Have never canceled my insurance on my main device, ever! I dont know who canceled my insurance on your side. It has been deducting together with the monthly contract. I have claimed before, few years back, I would never cancel my insurance. This is uncalled for, especially for such a big reputable company like Vodacom. I have contacted the insurer's twice and both times waited for +15 mins before I even spoke to a consultant then it cuts.