Proof Of Contract

In 2014 i had a call from from Vodacom to upgrade one of my phone contracts that i have with Vodacom which was due for an upgrade, i upgraded my line over the phone. I insured my phone with a 3rd party insurance that insures my car and my household contents. I however since have lost my phone last month. My insurance has asked me to provide proof of ownership of the phone. I called vodacom 082111 to provide it to me, they gave me a reference number of S3-GPU2U-UIHHO. I then emailed them at [Email Removed] and they responded with a reference number of EC-04SE-2195OJ. They said they will email them at Vodacom shop in Rosebank Mall, the cannot email it to me directly, which i don't understand why because i get emailed my statements. My insurance has now cancelled my claim and i have no phone as we speak because i failed to provide all needed documents, vodacom has costed me because of their *********** service. Why does it take over 2 weeks just to email proof of contract with the IMEI number of the phone i upgraded to. I provided all the documents vodacom said i must email them and they dont respond after that. I NEED A NEW PHONE THAT YOU GUYS HAVE COST ME.