Vodacom insurance didn't update contract

At the end of 2022 I upgraded my iPhone 11 pro max to the iPhone 13 pro max. As part of the upgrade I opted to include insurance again (as I did with my iPhone 11). I have the original document which states my new iPhone 13 Pro Max with EMEI number and clearly shows ‘Comprehensive Cover’ @ R468.05 per month. The problem is this cover was never app**** to my new iPhone 13. Vodacom continued to cover my iPhone 11 thereby breaking the terms of their own T&C’s since the sim card was now being used in the new phone. This is your fault, not mine. Now that I do have damage on the iPhone 11, Vodacom refuses to repair the phone because the sim is no longer in it—despite the fact that the number in there is also on my contract. This is not ok guys. How does one move forward from this? Should I approach the ombudsman or can you sort this out?