Cellsure Claims Agent Pandelani Sephaladi Useless and Unresponsive

Unresponsive claims agent Pandelani Sephalad ,three weeks ago my daughters Iphone 6 was given in to Vodacare Old Fort Rd Durban as the phone was dead ,it was sent to Johannesburg repair centre and returned a week later unrepaired ,it was then sent back again now two weeks later and many sms to my phone , and four or five emails to the above agent who does not respond to any emails sent to him ,the above phone is insured and a claim was lodged .

I do not want the same phone returned to my daughter as the repair costs estimates was R 4900 ,I would like it replaced with a new Iphone ,the latest sms I received said it was being sent to Arc repair centre and i would be notified when to collect it .

Customer service seriously needs to be looked at with this agent who in my opinion needs to be retrained in how to deal with customers ,firstly golden rule do not ever ignore emails always keep the customer informed ,i have been a loyal customer and my daughter form the inception of Vodacom starting as a company .