device claim not authorized

I received a call (26 feb 2019) from Vodacom Finrite insurance company saying my device claim has been authorized and ready for pickup, i was then asked me where would i like to pick it up and i arranged for Giyani. The consultant said he'll call the next day (27 feb 2019) as hes awaiting a response from someone regarding my claim and said he'll call shortly if not the next day and he hasn't called to date. I then went to pick up the phone at the Giyani vodashop today only to be told that the insurance hasn't been authorized as they didn't receive any reference number nor did anyone from Finrite communicate with them asking for a Dealer ID, a cost price and other related issues. And they also said they cant even call on my behalf because Finrite is unreachable. this is truly frustrating! Can vodacom finrite do things orderly please and take us serious. I cant be travelling back and forth to be told that the device claim hasn't been authorized!!!!