Bad Communication and Big Delays

On Friday, 02 February 2018, I went to Vodaworld to make an insurance claim for my Samsung Galaxy S as I'd dropped the phone and in doing so smashed the screen. They gave me insurance claim forms to fill in and told me it would take 3 - 5 business days to complete repairs and that my insurance would contact me to advice of excess costs. Meaning I could expect to get my phone back between Wednesday and Friday the following week.

On Wednesday, 07 February 2018, I get an SMS for a quote of R# and a number to call to accept or decline. When I called the lady quoted me in the region of R4000. I queried this asking what was the point of insurance if I'm paying that much. She then said she didn't know I had insurance and that she would have to log an email with the insurance which would then take around 24 hours after which repairs could start depending on parts availability.

I am FURIOUS! It's taken you THREE DAYS just to get this far? Which is nowhere really! And THEN she tells me I must wait 7 - 14 working days to get my phone back?! What the hell?! My car gets serviced a lot faster than you guys can change a screen. And how can you not know it's an insurance claim?! I'm extremely unhappy with Vodacoms consistently poor service delivery!