Vodacom - Worst Insurance. Absolutely disgusted

I opened up a contract in May 2019 and took out device insurance. I recently dropped my phone and went to Vodacom cresta and was told that they did not capture my insurance document and that I would need to back pay to have my device fixed. This is really unacceptable. I am paying for a device that I cannot use. I fulfilled my part as a customer by completing the documentation and submitting it on the day. I am really disgusted with the service received from Vodacom and Finrite administrators.