Vodacom refuses to pay insured customer

In 03/2013, I upgraded my contract and was assisted by Christopher at the Mall@Redds branch. the agreement in which I stipulated that I require insurance on my phone, was concluded. I was supp**** with a quotation that I accepted. In approx April 2015, my iPhone was ******. I attempted to claim from Vodacom, but was informed that I never selected insurance, as same did not reflect on the system. After countless attempts. I managed to locate my original contract at Vodacom, which proved that insurance had been agreed on. It was then alleged that I was negligent & that it was my responsibility to study my Vodacom account to ensure that insurance is being charged for! Firstly, I cannot even open the useless account that is mailed to me and secondly, I was never informed of this responsibility, nor was it explained whether insurance would for instance be set out on a separate line item! The fact remains, that an agreement exists. I have sent countless emails & have even tendered payment of the months that I was not charged for insurance, despite it not being my fault and the fact that I accepted a quote. This has been escalated to the Group MD, who refuses to help. I am fed-up!!!!!