Vodacom and insurance refusing to refund me my phone

Reported my phone on Sunday that was taken from me, called the costumer care line to report and blacklist the phone the agent that i spoke to was Siboniso, I asked him to verify for if the phone was insured since its a contract deal that my mother received last year, he assured me after he had called my mother to verify from her if she allows him to give me information about her contract account that the phone was insured with my mother's Samsung J5 and my Samsung S8. The agent(Siboniso) blacklisted the phone and gave me the ITC number so I can open a case at police station and get the case number, I did open a case. Monday morning my mother called the insurance number and she was told the phone is not insured and she was put through to someone else which that person dropped the phone on her, I called the insurance company(their number its ********** ) myself and I spoke to an agent Katlego, he told me the same thing about the phone not being insured I explained to him that I tried opening an insurance last year October 2017 after I received the the phone before I left Queenstown at the Vodacom shop in Nonesi Mall in Queenstown they did make an application since my mother and I decided that i should insure it and their system went down and I told them that I'll be leaving Queenstown so can I use another Vodacom in Port Elizabeth and I was told yes i can. Following Monday same month I went to Vodacom shop in Summerstrand Village easy, breezy seaside shopping center, so that I can finish up with the insurance application and then I was told that I cant insure a phone that has been insured in my mother contract account, and then I was told they will cancel the application because the Samsung S8 is insured under my mother. And then the insurance agent Katlego told me that this was a mistake done by shop because they should have insured the Samsung S8 because its the expensive one than the Samsung J5 and he said the Vodacom shop is liable to give me another phone and should rectify the mistake that they have done. Now my mother was there yesterday and they told her that they cant help her because I made an application to insure the phone and never made payment whereas i was rejected here in Vodacom in Port Elizabeth that i cant insure a phone thats has been insured. I dont understand how can a phone be insured for the past six months and also been verified Sunday morning that its insured but Monday its not insured, I fail to understand and I want my phone to be refunded cause I was told that it is insured for the past six months.