vodacom insurance not ethical

i app**** for the vodacom contract upgrade on an iphone xr 64gb at vodacom mall of africa on the 25 february 2019. i was assisted by the sales rep called Gordon. i even app**** for the prepaid insurance in store as i was going to use my sim. i completed the insurance form and i was told i was insured. on the 2nd of july 2019 i lost my phone and i went for the proper prcedure on obtaining a case number and affidavit and then took it to vodacom woodlands. on tuesday 09 july 2019 i called vodacom and spoke to Tyrese to find out the status of my claim and he told me he doesnt see the insurance because they do not see payment i told him i app**** at the store and he told me to email him that documentation i did so and i have not received any feedback from him. last time i checked vodacom used cellsure but now they say its finrite so i do not know what they doing with our information as they are not ethical