Vodacom & Vodasure staff have never heard of the iphone extended warranty which appears on my statement every month????

Vodacom gave me a free Vodasure iphone extended warranty for 24 months when I bought my iphone. which covers on screen replacement after the 12 month apple warranty lapses. I took it in to have the screen replaced as it was cracked and they declined it stating I had no insurance. When I booked it in I very clearly told the gent at Vodaworld that I wanted the screen replaced under the iphone extended warranty and he clearly did not know what I was talking about. They came back 10 days later declining the claim vstating I hasd no insurance. I have spent 30 minutes a time calling Vodasure and Vodacom and nobody, and I really mean nobody has ever heard of this iphone extended warranty. i have sent them a copy of the policy and not a soul has bothered to respond. I told them I wont collect my Iphione until I receive a response but nothing at all....