Very bad service from Finrite!!! Please sort out my claim!!!

Not sure why is Vodacom using Finrite as their insurance company. I am trying to claim for my ****** device for a week now, nobody phones you back (except 1 call yesterday), nobody replies to emails and its impossible to get hold of someone on the phone. Only one call yesterday from a lady Nancy Ndebele saying that the claim has been approved and that I must contact her or send her an email when I am at my nearest Vodacom Shop. Tried from yesterday afternoon to get hold of her. Today nothing. Please can I get this sorted out and get my new phone as I am sitting without my phone. Thank you!