Struggling with insurance claim

My niece lost her cellphone about 2 weeks ago. She then reported it to vodacom, who she has a contract with. Her cellphone is also insured with vodacom. She was then first told she wouldn't be able to claim as she was not using her vodacom sim card at the time she lost her phone. She only has one sim card and one number... A vodacom sim card. That matter was then sorted out and the claims process started. She was told she needed an affidavit stating that the phone is lost. She got this. Then the date on the affidavit was wrong and she needed to get it fixed. She went back to the police station to have this done. Then she was told she needs a police report in order for the claim to be processed. How on earth will there be a police report if there was never a crime committed. She LOST her phone. Anyway, back to the police station to ask if they can give a report. She was of course told this is not possible as there was no crime and no case. So now we are stuck. Seems like vodacom is trying to not process her claim and hoping she will just be ok with it. Our next step is to approach the ombudsman as this is just utterly ridiculous. We need someone to sort this matter out asap.