Most disgusting and inefficient service . Why does Vodacom even associate its business with Finrite?

I have been trying to get my vodacom cellphone insurance updated to cover my new phone since I sent my updated paperwork for "change of cover" on 20th April to Lerato Manthso at Finrite. The call centre is an absolute disaster. Every single call I have made with my personal cellphone (which has now amounted to about six calls of about 20mins each) has resulted in no solid answer from staff. Lerato - whom I have sent multiple emails has not even responded to me and when I called her the second time to confirm if she has received any of my emails...she rep**** that her response to me was in her drafts and she forgot to respond??? she said she had escalated my forms and they would email me. I then called again on 29 April and spoke to Mathapelo on 29th April - who said that cover was still not updated for my new phone and I then forwarded her my forms...and surprise surprise she did not respond to my emails or confirm receipt of my forms?? what kind of joke service is Finrite running and why does Vodacom even associate its business with them. Today --30th April I called the callcentre on the number *** and waited for 17,5 minutes without any answer to my call. I then had to put the phone down and start the process again because I found it ridiculous that I have to wait so long for an answer. I then spoke to I think Zama? not sure as mid sentence speaking with her she dropped my call? what I did ascertain from her is that my cover is still not updated because of a back-log? I sent my forms and did my due diligence to update my cover on 20th April already (now ten days...maybe take away a weekend and one public holiday and seven working days is still too long?). Zama hung up on me and never called me back....so what is my phone gets ****** or accidentally dropped and is not covered? this is pathetic service... I would like to know that someone is taken to task and I will surely send you a lawyers letter if my phone is not covered.