Vodacom insurance

i have taken a contract phone with vodacom and have been paying my insurance on monthly basis and not even a single time had i skip or my debit order bounce had an incident where my phone fell and it affected my netwrk called the insurance to try and fix it but agent from the insurance advised they do not fix network even though it fell and affected my netwrk fine i let it go so the phone was not functioning as it suppose to because of the netwrk .. now i lost my phone with the registerd sim on the phone and the same sim im paying for but when i claim for it they decline my claim and say its usage fine i call the number they gave me to send the report and i get the report and it does show i have been using the phone just not as how it was functioning cause of the network issue but still they don't want to assist me so this simply means i have been paying insurance for nothing cause whenever i need them to assist me they always reject my claims