Vodacom insurance department

I have been receiving poor service from Vodacom insurance department.Their phone insurance refuses to give me a cell phone as the one I had was ******.They claim that when the phone was ****** it did not have the contract sim card.However the information that they're giving me now I don't remember it being explained to me when I took the contract.So when I ask for evidence from their cell phone records that the information they are telling me now I was told ,they are refusing to give me that record.It has been over three months now waiting for their voice records.