unfair practices by vodacom

I was ****** a week ago and my phone was taken with all my belongings on Saturday I went to Vodacom to inform them that my phone was ****** and I do not have any id documents as everything was taken. the agent was friendly and informed me that I need to report the case at the police station so they can get a case number and block the phone today when i went back to vodacom they told me they insurance will not be able to pay because i was suppose to report the incident within 24hours how was i suppose to know this when i dint even have any paper work as i took the phone on line last year. is this how you treat your loyal customer now i must pay for a cellphone that i do not have even though i have an insurance this is totally wrong.