Vodacom and insurance incompetence

I have been with Vodacom almost 10 years, My first challenge is that I have been paying for Screen insurance for a phone that was issued to me 7 years ago. I have received 4 phones since and no one in the insurance team advised me that my S6 was the only phone that was insured for years and I have being paying for something that is no longer in use.

When I called the insurance team a gentlemen assisted me and advised me that my old phone was insured" emphasis on the word phone" I then requested that he help me change the insurance to the new phone as I had done an upgrade in September, he emailed me the forms and I could not understand the form and asked him to help me.

No where in the conversation did he state that the number was insured and not the phone as the form clearly state which phone are you insuring, How does one screen protect a number as appose to a phone.

on the 30th November I took my phone to VODACOM as my screen broke for the first time in the +- 7 years that I have being paying for. Now I am told that the phone number is insured and that my claim cannot be processed.

Vodacom has been taking money and making a profit from me for year and now does not train they staff to properly advise its clients.

I want Vodacom to pay me back since my S6 contact was changed and I want the recorded conversation to be sent to me as I am going to be taking this matter futher