Unpaid Insurance Claim with Vodacom

I am very unhappy, I upgraded in August 2021 with no problem and asked the lady helping me to add insurance on my phone because we only have car insurance and can not add our phones there. Yesterday a black guy grabbed my phone trough my car window. Canceled all my appointments. Had to go home to get all the necessary things I need to open a case and stop the phone. Went to the police station filled in a form but then had to go to Vodacom to stop the phone for a no they need to be able to give me a case no. At the Vodacom shop the person attending informed me he can not give more information with regards to the insurance before I give him the case no. So I had to go back to the police station to get the no. Went all the way back to Vodacom only to find out the lady that helped me never added the insurance, I only got the 4 months free insurance and now it is six months later and I have a 3 year contract I have to pay with no phone and people at the Vodacom Shop only pull up there shoulders and say there is nothing they can do. After being with them for more than 30 years. Hell what a service!!!!