Vodacom insurance

Logged an insurance issue with Vodacom in July this year,buh they have not resolved it. They have refused to pay out claiming that the Sim card insured haven't been used on the phone that was taken with.. Ohk we have requested for a recording that supports their statement buh up until now we haven't received it nor hear from them... Surprisingly money is still deducted from the account whereas they are falling to comply with the request made