Cellphone claim

I have a contract with vodacom and insurance on my phone, my phone screen was damaged in which i was asked to take it to my nearest vodacom shop. I took it to Brooklyn vodacom on the 8/05/2016, its a week and a day now I have heared nothing from vodacom. I called claims at vodacom they say there's nothing they can do as phone was nopt reproted by the store yet. I am struggling to get hold of consultant in brooklyn as their just rings and put me on hold. Again with situation around country I cannot drive arount to broklyn. Please assist.