Client not responded to over a dispute on an insurance of a phone for over a month.

I claimed for a lost phone over a month back which is insured by Vodacom and I was told I was under insured. I told the consultants that I don't accept such because when I took out a contract with Vodacom I was asked if wanted to ensure the device and I said yes, that's all I was asked. I was never told about options to take full insurance or half insurance of the products being purchased if there's indeed such a thing. Upon disputing that I was told the issue needs to be escalated and I will be responded to on on Tuesday because it was a saterday. The issue kept on being escalated till Friday and I was told again there's nothing they can do because the escalations cannot be responded to over a weekend. I then reverted to emails which are never responded to untill I follow up then I am told the same thing that the issue is escalated and they will revert between 5 and 48hrs yet to this date I still await the escalation response. Some of the consultants are just plain rude and arrogant towards clients and I find this shameful because these businesses exist because of the very clients. Vodacom is allowing their business to be run to the ground by these consultants who do not care about client service and satisfaction which essentially is their primary role. I have been a consistent paying client to Vodacom for over 25 years and now I find myself forced to look for other service providers because of how I am currently being treated.