Vodacom Insurance Claim

I received the worst service ever via their employees. I upgraded my phone and took insurance with vodacom. I have been paying my insurance monthly until I lost my phone. When I went to claim replacement, I was told that I was only covered for accidental damage whereas on the signed document I took comprehensive cover. I was put through to insurance a certain Mpho Lady told me I need to pay for the months I was underpaying them because of one of their employees fault😢😢 who loaded the insurance incorrectly. She promised to give me the outstanding amount to date I never heard anything from her😢😢😢 and the store that is supposed to give me the phone. I am so totally disappointed with the service I got from a giant Company like vodacom. They look reputable but their service sucks😔😢