Disappointing service

I am so disappointed with the service I’m getting from Vodacom insurance department. I have had my policy for more than 2 years never claimed and I make sure my premiums are paid on time. After my contract ended I decided to continue with the insurance policy but reduced the amount as the phone is old . It was a struggle to get that done I had to call every week. I asked to speak to a team leader I was told he will call me back, that was the 31/05/2022 still waiting for that call till today. After calling and being on the call for almost a hour I was told the amendments on my policy were done successfully. Today I noticed that my premiums for the insurance did not go off ???? Like why must I beg Vodacom like this??? I’m worried what happens when you claim if they can’t deal such a simple thing like maintenance??? I have been with Vodacom for so May years, I am disgusted by the service I am getting!