Vodacom the **** continues

After logging the below complaint. I received a response stating that a Vodacom consultant will be contacting me shortly. That was 2 weeks ago and still no call from Vodacom. No recourse but to approach the Ombudsman.

Original complaint: Last year I entered into 2 contracts with Vodacom, in July 2018 for a Huawei Y7 and in December for the Galaxy Note 9. Both were fully insured with a leading insurance company. In January, I received a call from Vodacom saying they can give a comparative quote for insurance. I asked them whether the phones would be fully insured and they confirmed that they were. I cancelled my then current cellphone insurance and entered into the insurance contract with Vodacom. In February 2019, I was concerned that to do date they had not emailed me a policy. I emailed their insurance for a policy as well as to confirm which phones I have insured with them. They did not respond. On 02 July 2019, both phones were ******. I had them blacklisted and reported at the SAPS and received a case number. I went to a local Vodacom store to lodge the insurance claim. A few days later they told me my claim is declined due to the fact that the phones are insured for accidental damage only and not full cover insurance! They are denying that they insured the phones for full cover and I don't have any proof to indicate that they are lying as to date they have not emailed me an insurance policy. Why would I cancel my all risk insured phones to take accidental cover!!!? They are just ******** the public with their insurance sales as they are refusing to pay out my claim. If I had **** and said that I damaged the phones, what lies would they then have said to not pay out my insurance claims?