Vodacom insurance

2016 i bought an Iphone6 at Vodacom and i took insurance for it.Then 2018 April i lost the Iphone6 I then submitted a claim and it was approved they gave me an Iphone 8 ,then December 2019 i lost that Iphone 8. I submitted a claim on the 12th of December 2019 and waited 3 days with no feedback i then called the insurance to check the outcome of the claim I spoke with Letticia she told me that the IMEI number i provided is incorrect because on their records they still have the IMEI number of the Iphone6 and also on their records they can see that last year April i did submit a claim but they never released funds to pay for the Iphone8 i got,so they don't understand how Vodacom gave me the Iphone8. So the only way my claim will be approved is if i go to the Vodacom store that i claimed the Iphone8 from and get proof that they gave me the Iphone8.And now the Vodacom store is telling me that now they're under new management so they don't have records of their old clients.What nonsense is that?