Unsatisfied repair claim!

I upgraded my contract with Vodacom from a Huawei P8 lite to a Huawei P9 lite in 2017. I had taken out screen insurance on my P8lite during my contract period. After upgrading, Vodacom continued to deduct the amount for screen insurance.

My Hauwei P9 lite cracked in July 2018 which I took in for repairs. I recieved call stating that my claim has been rejected because I do not have screen insurance for my phone. I was stunned because I knew I have been paying for screen insurance for the entire period. The consultant informed me that I was suppose to state that they must carry it over to the next year???

1. Why does my invoice not state for which phone it is app**** to? 2. Why did the consultant not ask me if I want to carry it over when they had offered me the upgrade? 3. Why did they not cancel my insurance when my contract got cancelled? 4. Why did the vodacom consultant confirm that I have screen insurance when he booked it in. 5. Why does Vodacom continue deducting screen insurance on a phone which I am not using?

This oversight from Vodacom is infuriating. I will await for managements response as it has been escalated.