Vodacom insurance has deleted my insured devise!!

In April I made a claim and got a new device (iPhone SE), I completed new insurance forms to update my insurance from the old iPhone 7 to the new device, I called in to check if the update had been done and I was told it has been done. This May I receive an invoice and there is no insurance stated on my invoice, I called customer care to find out why is that and I was told insurance has been deleted! Why does Vodacom always find it difficult to do our things right from the start without us having to call in or lodge complaints on helo peter? I was gonna call the insurance department but they take 1 hour to answer and after answering they also hang up on us and we must stay on the line for an hour again, I don’t have that time to wait!!!