device claim ignored and lack of feedback

I complained about vodacom insurance not getting back to me after two-three weeks of having claimed for a device from them and them being unreachable. A vodacom consulted then called me on the 25th of feb 2019 and said he is going to send a direct email to a lady who is in charge of insurance at Finrite and he promised that ill definitely get a response by the end of business day(25/02/2019) . I didn't get the response, i still don't have a phone and its frustrating because its been three weeks now but yet i pay for insurance which is not even helping with anything. vodacom should stop acting as though we don't pay for their services