Vodacom is a **** !!

This complaint is for Vodacom store based at The Glen mall. 2 years ago my mom upgraded to an Iphone 13 Pro Max. The consultant advised my mother to take out insurance due to the device being expensive. She accepted and made the consultant take out insurance and specifically mentioned that she uses a different sim. This month December my moms phone got ****** and was preparing all documentation to claim. My mom was told that due to the sim not being in the phone we cannot claim. The funny story to all this, I called Vodacom insurance to help my mother and we found that my paid for insurance but the insurance was not linked to any device nor number. So how was this investigation conducted when Vodacom themselves cannot see any claim nor scanned docs from 2 years ago for this so called insurance.

I went to the store and now all of a sudden no one knows the answer.