Vodacom - Finrite very poor customer service

Submitted a claim for my phone insured through Vodacom. Vodacom has advised the their Insurer the device is damaged beyond repair and that they cannot issue a job card because it is too hold. The insurer is waiting for the job card from Vodacom. It was now 4 working days and I am still waiting! this is ridiculous and very poor customer service, from both Vodacom and Finrite. No one acknowledges my emails!