such a dissapointment

I took a brand new Samsung galaxy note4 edge handed out with insurance in the beginning of January.I was pick pocket a few weeks ago and went to go claim for my handset to only be told the only activated my insurance the day I came to claim.the sad part is I have been paying insurance for 6 months and still they expect me to believe this lie.they want me to pay a upfront fee of 5000 to get a new handset so I'm confused how do u pay insurance and still have to pay a upfront fee of 5000 it makes no sense many vodacom stores get there clients like this with insurance I really don't think it's fair that there *********** staff gets away with not processing insurance properly on the system and yet I have been paying my insurance and handset without missing a payment to be told lies like this I mean they take millions on cell phone contracts from customers and yet they mess up when you need them most shame on u vodacom for mistreating ur customer like this now I'm expected to continue paying for a phone which I dnt even have all because ur *********** staff can not do there jobs correctly.Its called customer service clearly you have no idea how it works.i won't let youguysgetawaywithhis