Vodacom Insurance *****

I've been loyal Vodacom customer for the last 10 years I've always had all my devices insured with vodacom , for the first time in 10 years I've had to claim after my phone got ****** in a *******. I upgraded last year July from a Samsung s7 to a Samsung s9 plus, after placing my claim I've been informed that my insurance policy was never updated and I won't be able to claim for my Samsung s9 plus . How am I liable for this if vodacom staff failed to do their job. With all of my previous upgrades I was never told, or given any paper work to update the insurance MYSELF !!!