Vodacom insurance

Hi I would like to report the bad service I have received from Vodacom insurance, I have tried to contact them on Facebook but no one bothered to respond or contact me

I have my insurance with Vodacom for over 10 years and last year i took my phone in for repairs they declined the insurance with no valid reason Now I have my phone at Vodaworld repair centre for over a year, what is surprising is that they still taking money on my account

To cut the story short I claimed my insurance in 2022 December were I could not find my phone in the house,I was told I need to go in the store so I could make my claim I couldn’t go because to that I was pregnant and sick…I went there in January thereafter to claim my phone I was told the sim was not in used for over a month,I went back home and my husband helped me to look for it in the house we found it and I went back to Vodacom again we were told still I can’t be fixed as the sim was not in used. but the SIM card was inside the phone as it got lost, then how was I suppose to use it

What’s frustrating now is that my phone is at Voda world repair centre and insurance is still taking my on my accounts and yet still refuse to fix the phone, it’s almost a year without my phone Please if we u could get someone to assist me as this is frustrating and I need to be refunded

Thanks Busisiwe Ngobeni