Vodacom can't communicate with clients

My phone was ****** on the 30 September 2020 , went to blacklist the phone the same day & did a Sim swap , got the ITC number and opened a case on the 1 October 2020 , received a case number from police station on the 3 October . The next day I put in the insurance claim at the Vodacom Blue Route branch . Contacted Finrite after 3 days and they told me I need to blacklist my phone first after explaining to the agent I already did that he then advised I have no insurance on my Samsung A30s , now this information confused me as I specifically requested insurance for both Huawei P30 lite and Samsung when I took out the contracts in January 2020 . Agent advised I need to go back to the store and if there's proof it needs to be sent to Finrite and then need to pay a back fee . Went to the store and was told there is proof I took out insurance for both phones but somehow the one got cancelled and they don't know when or how but will investigate and give me a call . After 2 weeks still no response from them so I decided to contact the insurance people again , only to be told the same thing again that i need to blacklist phone and no insurance on the Samsung . Went back to vodacom store and was told the manager is dealing with my query and was sent off to the head of insurance who will investigate further and contact me as soon as possible . No response again for another two weeks . Phoned Finrite on Monday 9 November again to be told that the claim was declined . Now on their records it shows I'm claiming the Huawei which is not the case therefore getting declined , I explained to numerous agents that it not a Huawei I'm claiming but Samsung . I am sick and tired of being told my query is being dealt with when absolutely nothing has been done and nobody is contacting me either to advise of what is happening , I left 3 different numbers with the Blue Route store to contact me but up until now nothing happened !!!!