Bad service for insurance claim

My cell got ******.I submitted a claim online on the Monday.The next Monday I called to find out how far my claim is.I was told nothing has been done,but they can assist me on the phone.He did manage to log my claim and approve it.He told me I can go to any Vodacom shop to get my new phone.At the shop I was told they dont have stock of the phone I need to have replaced.They took my number and said they would order one and let me know when I can collect it.A week later have not heard from them, so I decided to try an order a new phone over the phone.I called the customer care center 111.I was told I can speak to the sales department, which I did but they told me i have to do it thru the claims call center.I only got thru to them on Monday, after 20 calls, I was then assisted and someone called me back to confirm they can deliver a new phone.But instead of making 20% excess payment, I now have to make 40% because my policy is less than 90 days old.I'm a insurance policy holder for more than a year and a Vodacom customer for more than 15.The worst part now is I cant get thru to the call center to cancel my policy.Its been 3 weeks since I've been ****** and I still dont have a cell.