Vodacom expecting customers to do their agents jobs for them

I upgraded my Samsung phone 5 months ago to an Oppo, kept the insurance - signed all the documents inside the store on the tabled. i have been receiving my bill which have the insurance on that I am paying for. My phone broke and I attempted to hand in my phone in a vodacom shop to repair on insurance. Now I am told that I am still paying for insurance on the old phone and it is not relevant to the upgraded phone. I am told that I was supposed to walk out of the Vodacom shop after upgrading to make contact with Vodacom to check if they have done all the relevant transactions. Now how can this be ?