Vodacom Pathetic Service

I have been a loyal vodacom customer since 2008. I have always enjoyed the service but over the years it has gone down. This time i will be vocal about it. So i purchased a phone in 2019 and in January the phone had fell and stopped working. I called the contact center and they advised me that the warranty does NOT cover physical damages. I understood that and did not have the funds to repair it at the time and used an alternative phone. However last week i checked my billing for the first time and i noticed i was charged for accidental insurance. I then called immediately and explained the situation that the previous agent did not have the intuition to check that i was covered by insurance and just redirected me to pay for the repairs myself. As far as customer service goes that is a huge tick in the negative box. The insurance then declined the claim because it was supposed to be reported with in 30 days. So now i have to pay for a phone and insurance that i cannot use at all due to the fact that an agent did not have the customer service knowledge to check my account details. Is this the type of service Vodacom provides these days? if so, i will be taking my business elsewhere.