Vodacom Mobile Phone Claim

I got my mobile phone on contract with Vodacom and it’s insured by them, I pay for the handset every month. It recently got ****** and I’ve since tried to claim from them but I was told my number is insured to a different handset which I don’t know about and Vodacom can’t even explain the error they refuses to process my claim instead they keep giving me different excuses when the error is with them. My monthly invoice clearly states otherwise to what they’re telling me. Even the voda stores refuse to assist with the matter! Worst service I’ve ever received being a loyal customer!