Vodacom insurance not repairing broken phone

I have a contract with vodacom where I pay my subscription and an insurance on the device but now that I want to claim for the first time they have excuses. My broken phone is with vodacom for more than 3 months and I still have nothing. They say I don't use the Sim card but I'm using it. Strange thing is I singed an insurance document that state its the device that's insured but vodacom just don't want to repair the device. This is really unbelievable, people say they get such good service from the repair center but that's not true.