Vodacom refuses to pay out insurence claim

On Saturday the 6th January 2018, just before 6pm I was ****** my phone. On Sunday the 7th I went to vodacom to report the case and got the ITC number and went to the Police station to open a case. On the 8th January 2018 we went on a family vacation and came back on the 12th January 2018. At that time I still had not received the case number so I went to the police station (Centurion) where the case was opened and they advised that the case was referred to Pretoria Central because the incident occured there. I went back to the police station several times until I eventually got the 8th of February. The same day I went to the Vodacom shop to put in a claim but I was given a number to call. On calling the number, I was told that I did not have an insurence with Vodacom and advised to log an online claim to which I did. A call centre representative came back and advised that the claim was rejected because I do not have an insurence policy with Vodacom(That was on Tuesday 12 February). Fortunately I have a copy of the insurence document so I went to the shop and gave them the document and a claim was logged. This time it was rejected because it was logged late. It has now been two months trying to explain the same thing while not getting any joy. Now, I do not own a police station neither do I control how the systems work within the police station. Why would Vodacom fail to pay out a claim because of something out my control? I need this matter to be resolved ASAP as I am without a phone for two months while Vodacom do not miss any premium from my account.