Rejected claim

I'm insured with vodacom, I lost my phone on the 27 th of March

On the 29 March I've app**** for my claim firstly I've been told the system is not updated I must come the following day I went back no change until I called the insurance straight they told my claim was rejected because I was using prepaid Sim card instead of the contact Sim, I told them I wasn't aware of that.

On the 6th of April I requested the call recordings since I took my contract via a phone call until today no one called me I always keep on calling them.all I want from is proof that they told me about T&Cs. If they can't they must give me a new phone

Please assist