Vodacom insurance Complaints - Excuses Not To Pay

Took accidental Phone insurance- was told that should my phone get damaged - I have to take the device to the nearest Vodacom shop. I have 4 devices which I took insurances for. my phone damaged last year in March- I did not take it to the shop to be fixed at the time, when I needed to use the phone after my other phone was stolen I took my phone in question to Vodacom shop to be checked- they called telling me that the insurance declined to fix my phone because I took out the sim and used it to another phone and I was supposed to send the phone within 30 days- which is new to me nobody told me all those conditions, now they telling me stories I hold the line for more than 30 minutes until I DROP THE PHONE NO ONE CAME BACK TO Me to tell me what to do

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