Vodacom is so Frustrating

I understand the red tape around insurance but sometimes it is shocking how these companies just take our money. I have this contract for 6 years now which I took for my daughter. I upgraded and got her a table and unfortunately had a little incident of it falling down and the screen cracked. I sent it to the repair center and had to keep calling for updates, first time I told the device is not insured, so vodacom is quick to sell you products but they dont do the back ground updates, then cause the screen was so badly cracked I could not let my child use it, I put her sim card in my previous phone which is also a vodacom device and I unfortunately got ill and could not take the device to them for a bit. Once again no one bothers informing the client and I had to call again and I am told that they not going to pay for the device due to usage and the sim card was not in the device. So Vodacom are you telling us that if a device is broken and cracked, we should give it to our kids so they can tear their fingers apart and after Covid are you guys seriously telling me there is no reasonable waiting period for us to bring it in or use another device for that time. I have cancelled the insurance as after all these years and a first claim I get a big f you. I am not angry about the claim, but at the process and once again Vodacom does not let us down with having the worst people work for them, people who are rude, arrogant and just dont give 2 hoots about their clients. I wish you guys could give us the service you give us when we taking new contracts, then we made to feel special, but when it comes to business as normal and a client needs assistance we get the big V