Vodacom Device insurance

Good day

Vodacom please advice, i just got my contract tablet yesterday and received an activation sms and given this number to add insuarnce ********** which is not the first time adding device insurance. But when i call them today spoken to Consultant Palesa, she advice that they dont do insurance over the phone i need to go to a vodacom shop and fill a form to add insurance, and my question to her that she couldnt answer was i added insurance on my cell phone three weeks back which she checked but still she insisted they dont do insurance over the phone, she cant say how was my cell phone was added insurance, and its been years that rule applies. i added insurance on my phone few weeks back over the phone i never went to any vodaom shop, why now i cant.

Please help me to understand. sometimes services are offered then next time they are not.