Vodacom breaching order agreement

My partner upgraded her phone in July, specifying phone make & model, colour and Insurance at an "all included" cost. She received confirmation of her order as above and delivery of the device. She pays dilligently and is not in arrears. The phone was unfortunately ****** last week, and when she reported this to Vodacom in order to claim, she was informed she has no insurance. Not only are her questions being avoided or ignored, no one can explain why the "all in" cost quoted in her order, which she is paying, suddenly does not include insurance. Is this really how Vodacom treats loyal customers?? Someone please advise what action she can take against this dishonest company!