Vodacom declined insurance claim

I took a contract phone with vodacom(iPhone 6S Plus) and purchases insurance. A year later my device fell and my screen broke, it took them 2 months to repair the phone as they told me they dont make the phones anymore. After a whole lot of written complaints the phone was suddenly available. In June 4th again thesame incident happened and i went to Vodacom repiars in Centurion, i was assisted by a guy and he told me he needs the number i registered my i cloud with in ordee to book the phone in, i had lost that sim card since i had the contract sim and i was not assisted because he said there is nothing that can be done to book my phone for repairs. At work we dont get to go out to the malls as im busy with training so that day was the only day i had to sort my phone out. On the 8th of August i went to the Vodacom in Sandton where i was assisted by a lady who did not mention anything about the number i used for my iCloud. The lady booked my phone in and i thought everything went well. Later that week i got a call where i wastold that my claim was rejected because they see i have inserted the sim card on other device. I dont have a phone and i need to keep contact with my family since I'm far away from home i will definitely need to put the sim card in another device.

Why do i have to fight with Vodacom insurance everytime i need their services? On a monthly basis my debit order goes off and the worst part in the month of June my debit order date was change and i don't know why...and i was charged for 3 months instead of 2. For the month of July again a debit order or R425 went off instead of R325 and no one communicates when i call to find out i only told the case is under investigation. I got an sms that my phone is done and i know foe sure that its not fixed, what is this insurance for ? What must i do with a broken phone that i pay monthly for? I need that phone fixed its been long without a phone that time I pay fo what something thati not using.