Vodacom insurance

I have experienced a very very bad service with Vodacom. I bought a phone and also paid for insurance on a monthly basis and then my sister lost the phone and they said to me they can’t help me because when it got lost their “SIM card” wasn’t in the phone and I don’t remember being told about the sim card always being in the phone besides my personal sim card and I have since requested a phone call recording that states the above(their SIM card should always be in the phone) and it’s a year now and they are taking around R240-R250 a month where as the initial amount without the insurance was R209.