Cellphone insurance

I have a cellphone insurance with them from vodacom, I must say this is the most disorganized organization I had to come across in my entire life.

I had to claim my device in February and I was told that my insurance was not active because they have not been debited when they were supposed to be debiting from last year in July. I had to pay back premiums and be charged an exzorbent excess fee coz it was like I had just activated my insurance. Well fine I then submitted backing details so that they can be able to debit from March and it is still not happening they are still not debited, if anything I see an amount being debited that does not amount to my cellphone insurance. I was first assisted by Nozipho Khumalo and they she just stopped replying to my emails, I then called again and I was assisted by Thando Makgwale she has since promised to get back to me in 2 days and that was 3 if not 4 weeks ago and I am still waiting. I have been sending her emails and I am not getting a reply. This is by so far the most disorganized organization.