Vodacom isurance

My mother activated a contract at cellucity Canal Walk for her granddaughter and specifically asked for a top up package but they activated a postpaid package for her. When the bill came and we saw the bill we then requested for the package to be migrated but we had to wait three months for that to be possible. We then set limits on the package but there was an automatic recharge that they couldn't remove even when we took the device to Canal Walk vodacom. Since this was accumulating a high bill we decided to use another vodacom data contract sim with the device until we were able to migrate the sim to a controllable package. The phone was then pick pocketted on month 4 with the sim still in storage. We claimed for the insurance for the device. And the claim was denied due to the fact that the sim was last in use two months prior. We then explained why the sim was not in the device but the claim was still not fulfilled. The sim card is still with us and no simswap was processed since they think that we lost the phone before the indicated time. Vodacom had failed to replace the device and the funny thing is that they are still including the insurance in their bill every month for a device that has been lost. I'm very disappointed because I am a die hard vodacom customer for over 20 years and never in a million years would I think that vodacom would adjudicate a claim so carelessly especially when the root of the problem was when their service provider decided to make more money by activating a post paid instead of a top up regardless of my mother's instructions.