Unhappy with claims

I took my phone to be fixed on the 1st of Dec to the Jabulani branch. I waited for 2 weeks and there was no word from them until I decided to go to them. When I got there I was told that insurance had declined cause my SIM card was not active, which is nonsense cause I inserted my SIM card in my other phone as it is my primary number. I then called their dispute centre and spoke to a Mmathapelo, she then said that there is nothing they can do and if I am not happy I should send an email to their complaints department. I am so disappointed in Vodacom, especially cause my premiums are successfully debited every month yet they cannot even assist me and they lack communication and transparency.