After 4 months insurance claim approved but can't get a handset!!!!!!!!!!!!!!!!!!

My insurance claim has now been with Vodacom for 4 months (submitted on 25 July) and has been approved multiple times by Vodacom staff (Laetitia and Zandi Sedimedi) over the last 2 weeks BUT every time I go into branch to get a handset, there is a problem with the excess and amount insured AND every time they tell me they will escalate it to be resolved BUT every time they don't. I have now spoken to 6-8 Vodacom staff in the last 2 weeks and every discussion is that the previous staff did not give me the correct information, and that they will escalate to resolve...so they all blame each other for giving me the wrong info...it's like they playing "hot potato" with me/my query AND every time you contact Vodacom, you deal with a new person?????? After 2 trips to The Glen I now have no idea when this is going to be resolved and I will bet you R1m that I will not get a call from Vodacom EVER. My claim will end up in "cyber space" like it did before when it took me calling them after 2 months before they said, oh yes, we have a claim but there was a system error so we did NOTHING WITH YOUR CLAIM!!!!!!!! Shocking, disgusting service and to a loyal customer of over 20 years.