The inconsistency of Vodacom contract and is nauseating ,can’t deal with bad service

What a-*******!!!! I have bought a phone @vodacom telephonically and insured it with them. Now the phone got lost in June and I have made a late claim with Vodacom. because of the nature of my work and other reasons I had explained in a form of a letter to them which they requested ,they still denied my application to claim for the insured phone because of it being late for claims, even after and submitting the many requested letters.this by the way was never mentioned to me on the contract or telephonically ,which leaves me confused and frustrated because I am still paying for it and expect a positive feedback since I am a bonafide costumer.

Please help me understand why do you request such letters and give me hopes to assist me with claims then come and refuses my claim. Furthermore I was never told of the terms and conditions that a claim must be submitted as before their said dates because it was a telephonic contract and they never made mention of it through the phone Can we not be dealing with inconsistencies in this regard. Again can you assist me at @vodacom on how do I still pay your Insuarance and also the phone that I took via contract.which is currently lost