Delaying to insure my device

Vodacom, I bought my phone on the 25th of Jan online, then a consultant called me to offer me insurance, later after the insurance document was sent I realized that I am covered for damage cover only and not comprehensive cover. I than called the insurance department and spoke to Musa who sent me forms and asks that I return them via email which I did on the 12th of February. I called on Friday to ask why I haven't received any documentation and was told that the insurance has not yet been implemented. What is the hold-up?