****py service

My mother-in-law has a cellphone contract with Vodacom with insurance through Finrite. In March 2021 the contracts upgraded, and we had to change the devices at the insurance. 3 phones were taken, but only 2 were changed. The one which wasnt changed, fell and the screen cracked. We struggled for 9 months (with the assistance of a Vodacom Rep) to get the insurance changed. Now they are refusing to replace the screen due to usage, but how do you use a cellphone whose screen is so damaged that you get little cuts on your fingers when you use it? One day they say the claim is approved, the next day I have to pay the full screen amount. I am so fed-up with them at this stage as everything has been an issue from day one. All 3 phones' paperwork was sent in on the same day and only 2 phones were changed. It is their own negligence and now their clients have to pay the price.