ROUTER CLAIM

I purchased a Laptop and Router on contract at Vodacom early last year. I have also been paying for insurance this entire time. Until about late September my WIFI Router was ****** from me. I got around to blocking it on the 26th of October and the lady I spoke to advised that I go to the Police Station with the Ref number she gave me, knowing that With any insurance claim you pay an excess fee, I put it off until I knew I would have the funds they would want for the Claim. I got to the store on the 7th or 8th of Jan and because they were understaffed, there was limited staff working. I eventually got called to the Managers desk, I think his name is Waheed. I explained what I was there for and he made a few clicks on his mouse, afterwards he told me that with any claim it would require up to min 1-4hrs before we would know whether the claim was approved, he told me to leave my number and he would contact me with feedback. 3 days later there was still no communication from this Manager, I went again to the Vodacom store and spoke to the consultant, he said that he could see on the system that there was something about a Router claim, he then explained that the Laptop and Router are a Combo, there is no way that I could claim for just the router, I had to claim for both. I told him that I did not want to lie about saying the Laptop was ******, that is why I never included it in my Affidavit. When I left the store that day the Consultant told me that the laptop, I had initially purchased was no longer available, so I had to get another model which was much more advanced, meaning it was more expensive. Seeing that I needed this laptop for school, I did not mind paying the R1900.00 as an excess fee. He then told me that the LAPTOP claim was approved but the Router was declined. I stressed to him that its not the Laptop that I need but my Router. He spent over an hour on the phone and finally told me he would contact me later in the week. I called him and I went there again, when I got there, he told me that if I got the Router back, I would not get all the data I had paid for. That did not sit well with me, because at first, I was told that the data don’t expire, nut it rather carries over. He spent another hour on the phone and there FINRITE insurance people flat out declined my claim. He said he would call me again because he would work on my case, he ended up calling me and told me that oi will not be getting another Router because it was denied because the information I gave them did not match. I contacted Vodacom on their official Facebook Page, they did not help just apologized and gave me a number to call. I called that number *** and spoke to a lady called Barbara KItumela, that was the rudest agent I have ever spoken to. She told me that since I did not claim within 30Days of the loss of my Router I would not get it because on their side it came up as INACTIVE, how can a WIFI Router be deemed as INACTIVE when the insurance was being paid for all of these months I was not using.Does a claim entirely lie on HOW MUCH I use mu DATA or is a contract based on whether you pay your instalment or not? Barbara went on to laugh at me and told me I should have read my Terms and Conditions when I purchased the laptop. I asked her if she was laughing, and she said yes. I have never been disrespected in this manner as loyal as I have been. Schools will be opening soon, and I need my Router, but these people do not seem to care. Vodacom on the other said that if that was what was advised to me then they cannot assist me. So, do I carry on paying for something I do not have? They say the Router was inactive, yet it was being paid for month after month. Had the lady I spoke to first told me that I only had 30 DAYS TO CLAIM I would have made haste and came sooner even though I had not put together the Excess Fee I knew they would want. They approved a claim for a LAPTOP I DO NOT NEED AS OPPOSED TO GIVING ME ROUTER THAT WAS ******. Please help me