Vodacom incompetence

For over 6 years I have had cellphone contracts with Vodacom a few were for my family. My main cellphone number had comprehensive insurance. Every few years I would receive an upgrade on my contract and I would get a new phone and would subsequently put my old simcard into the new phone. As far as I was concerned and to my knowledge, my insurance would transfer from my old phone to my new phone as I received each upgrade. On the 24th of November 2018 I was hijacked and I had my bag with my phone in it ****** and I then proceeded to phone Vodacom and have my number blocked. I went to Vodacom to enquire about claiming on my insurance to receive a new phone. I was told to fill in an insurance form to claim and I did and first went to Cellucity in Cavendish Square and there I was told that I could claim on the phone that was ****** because of my insured simcard being in my phone. The employee who was assisting me said that it was my simcard that was insured and I had a claim based purely on that fact. I left that insurance form with them and was told it would take about 24hrs before I would receive any response from them. A few days went by and I received no call from them. I then went to Vodacom in Canal Walk and I started the insurance claim process all over again. After making multiple phone calls, the Vodacom consultant then told me that I could not claim insurance on my phone due to my previous phone (the one I was using before my upgrade this August/September) being the one that was still insured and not my new phone. He said this was because I could not claim insurance as long as my simcard was not in the phone that was insured. I was very upset about this because I was never told when I upgraded my phone that I would need to upgrade my insurance. My assumption all these years was that the insurance would automatically update and move to my new phone that was under contract. Due to the negligence of the staff to discuss this insurance matter with me when I upgraded my phone, I am now without a phone and I am left paying for a contract whilst I don’t even have the phone anymore. To add to the disappointment and incompetence of the Vodacom staff, I found out too that my daughter’s phone, which she got an upgrade on the same day that I did this year (August/September), was also not insured. When we went to Cellucity in Cavendish at the time when I went to file my insurance claim in November, the consultant told us that as long as my daughter’s simcard was in her new phone (the upgrade), the phone was insured. To my dismay, when we asked the Vodacom consultant at Canal Walk that was assisting me with filing a second insurance claim to check the insurance on my daughters phone, he found out that the phone she received in 2013, which she has had two phones since then her current phone included, was the phone that was still insured. We were completely shocked and angered by this because yet again, not once did any Vodacom consultant in all the years since she received her phones tell her that her insurance has not been updated. I then had to spend more money and have her current phone insured. I have been a loyal Vodacom customer for over 6 years and to find out that their incompetence has now left me without a phone is completely disappointing and angering and I am at the point where I am about to cancel almost all my contracts with Vodacom. Please could Vodacom respond to this issue urgently and assist me.