Request to overtun my insurance claim

Good day,

I've been on a Vodacom contract from July of last year. I've paid my debit straight with no hassle. On the 29th of December 2024 my phone was ******, I tried tracking it unfortunately it was off and still showing me the location of where it was ******.

I called Vodacom on the same day to block the phone and for the ITC reference number and I never received it. I called again on Monday and I was told that it is not generated on Sundays and public holidays and the lady on call promised me I will receive during the day and I never received it. On Thursday, the 2nd of January I went to a Vodacom store in Zevenwacht Mall and I got the ITC and took it to the Police station with the box of the phone and filled out a few forms and an affidavit.

After that I went to a Vodacom store in Vangate Mall to make a claim, where I was told my claim was declined because I was using a different sim card because the data and airtime on the contract had ran out. I asked the consultant helping me if there was no way possible I could still make the claim and maybe be penalized for using a different sim and said no. I was so devastated because this was my claim and offense(using a different sim) and on top of that there are two people close to me that I know were able to claim with their cellphone insurances while they were using different sim cards. I'm pleading with Vodacom to please overturn the cancelation, as at the moment I can not afford another phone and I really need a phone for my day to day duties.