Cell insurance

Son’ s phone got ******, phone is insured through Vodacom as they offered to insure it when I got him the contract. After how many days I am still struggling to get him a new phone, only excuse the staff can give me at Vodacom Watercrest is “ we cannot get through to cell insure” it’s been days, seriously. They never phone back as they promise, manager never there....... they have such a no care attitude.