Terrible service Vodasure

I lost my phone and reported it in-store, where a claim was subsequently submitted.

To my surprise, I was informed that I need to pay an additional 30% due to a previous claim within the past two years, which I was not aware of. The policy document I signed states that double excess applies only if two or more claims are made within a 12-month period. I contacted customer service and was informed that the policy changes were communicated to me via SMS, which I did not receive. Moreover, I have not signed any document acknowledging these changes.

I have requested proof that the SMS was sent to me, but 20 days later, I have not received any response. Additionally, I do not understand how policy changes can be communicated and acknowledged via SMS without a signed document, as has been the practice in the past.

Despite speaking with a customer service agent and a supervisor, and being promised proof of the SMS, I have not received any follow-up. Consequently, my claim remains pending. Attached is a screenshot of the notes indicating my request to have this information sent via mail, as I currently do not have a phone.