Insurance system always down

CLM*** - job card ***2

Vodacom upgrade agent was struggling with updating my new device cover at the time of changing devices, subsequently called me to notify me of same and assured me that as soon as the "system is up and running" the details will be corrected. When my handset required repairs I was told it can't be fixed and the insurance identified that I am under insured. It took the insurance administrators 2 full weeks to return to me with "calculated difference in premium", blaming load shedding. I kept sending emails and asked for the recording which can not be located BUT their outgoing call records (from another area that Patricia called) shows one extension had called me around the same time that I was doing the upgrade. They are not locating the recording and asked me to be specific with the time of the call that was made on Sept 2018. The old device cover amounts to R5000, while the current device requires R8 800. After numerous followups (on emails), they came back with the difference of R1209.47 for me to pay in which I disputed. I have been taken from pillar to post which is really upsetting. The last word from their "notes" is "there is no recording" meaning that they will not fulfill the claim in total and wanting to settle the claim at a less figure. 23rd Dec 2019 called once more, I asked for Patricia and Zanele told me that my claim will not be processed, it will be left hanging on the system.