Bad Service - No helpful at all

Really bad service all round from Vodacom. Have been paying a monthly insurance on phone, went into Vodacom branch to check if phone is covered as the screen is cracked. They checked the system and confirmed phone is covered. It has taken the branch 4 weeks to send phone in to repair centre. Received Job number, when I called to find out what the progress is on fixing the phone I was informed that the insurance does not cover the phone, I called the Vodacom Insurance (FINRITE) who informed me that the insurance covers the old phone not the upgrade phone and that I need to send proof of upgrade. Surely VODACOM has this on record and can confirm the upgrade. Not helpful at all or willing to assist. I have been paying a monthly insurance fee which means nothing. Apart from the fact that it has taken 4 weeks to get no result, I could have taken the phone in to a cellphone shop and had this repaired within an hour. Really BAD Service and Extremely unhelpful. I will most definitely not be upgrading any phones going forward with Vodacom.