Worst insurance claim

I bought an iPhone 11 last year and insured it with Vodacom. The phone has since been ****** and when I went to their branch to claim I was told that was not the phone insured appearing on their system. I had to wait for this to be changed and now they are telling me they will not pay the claim due to a clause I was not told about. I am trying to enquire about this and I am being sent from pillar to post... Vodacom is dropping the bar very low, this is a brand I trusted.