Vodacom Insurance

I upgraded my phone last year around March/April 2020. My new device which l am still paying for needs repairs. Now it's been sitting at repairs for one week because according to Vodacom insurance they are covering the device before the upgrade. The only way I can get it covered according to them is by me looking for proof of upgrade from Vodacom and then sending it to Vodacom insurance. How does the client get in the administration process?? Why when we upgrade is Vodacom not updating their outsourced insurance company. They deduct money from me now I must prove to insurance I upgraded? How is it customer's responsibility to update insurance of contract changes I was not told to inform insurance at the time of grade. This is very disappointing Vodacom. I have been a loyal customer through and through ,14 years and still counting.