vodasure - any reason not to pay out

I upgraded from a blackberry contract to an ipad data contract almost 2 years ago. The consultant in menlyn told me that my insurance will automatically update to the new device being the ipad. The ipad was ****** on the 10th. Which I immediately blocked and black listed. I did everything I had to. Now vodasure said to me that I was still insured for a blackberry. They can not pay out or give me anything back. On my invoice it stated that I am paying an installment for the ipad and on the same invoice is the insurance for the device. Why just pass the bucket to me? Surely vodacom must be able to help the customer in the right direction when upgrading.