Vodacom worst service ever!!

I have a cellphone contract with Vodacom, I pay well every month, but the way they treated me, I'm in misbelief. My contract got upgraded and I spoke to Brian at Vodacom Key West mall and we also discussed my phone insurance that it should be on the new phone, and now my phone is lost and when I go to Vodacom to my surprise Brian did not update my insurance from the old phone to the new phone, but they debit it every month and now they don't want to help me because of the neglegence of their own, and they tell me they only insure the sim card and not the phone. I'm very disappointed and in misbelief because I'm a very loyal customer to Vodacom, I pay for more then just my phone's, I also pay for a laptop, and WiFi router, but they treat me like I'm a chance taker.