Vodacom Finrite

Good day my phone was recently been ****** when i logged a claim i found out that my insurance has been messed up where i was billed for full comprehensive cover i had to find out it was canceled then it was rectified when I enquiry about my claim it was declined due to something like the sim and device did not match But when i logged in to my Vodacom online profile i could see the sim and devices it was matching to my ****** phone and sim. Please could you assist in this matter