Bad insurance claim procedure

After my insurance claim was approved for my Iphone 6 which was ****** 2 weeks, I received a text to an alternate number stating that I should collect my phone at ANY Vodacom store with my ID and a reference number. I arrived at Vodacom Data Store in Canal Walk and was assisted by Imeraan. he then asked me where my papers were, to which I rep**** that I was not issued with any papers, just a reference number and the excess amount. He said he would call the head office call centre and ask them to e-mail it. 3 hours later and he kept getting cut off by the *** number. The manager on duty at the time, Heinrich stated that customers don't receive those papers and said he will hand over to Kelly as he is on leave, whom I called yesterday (Monday) and today (tues). Same story! the call centre keeps cutting them off! She also can't give me a definite date as to when my phone will arrive as they had to still order the Iphone. <br> So my concerns are: WHAT IS CUSTOMER SERVICE?? HOW LONG WILL I WAIT?? WHY CAN'T VODACOM UPDATE THEIR SYSTEM WHERE EACH STORE NATIONWIDE RECOGNIZES THE APPROVED REFERENCE NUMBER FOR AN INSURANCE CLAIM!! PATHETIC I TELL YOU!! <br> THE ENTIRE SYSTEM NEEDS AN UPGRADE