Disgusting Service

My sons phone insured by Vodacom insurance ( cellsure )was ******. I logged a claim and spoke to someone there. The co payment is 15% of the claim and I went looking for a company with good prices to do the claim. I found a place who indocated they worked with them but they needed a form from cellsure. I phoned cellsure and spoke to a person who made contact with the supplier for the forms and nothing further happened. Hr advised I needed a form with a specific company ( only 1 company) and he dealt with the person there. I requested feedback twice and nothing. I then replaced the phone myself out of absolute deperation and contacted the insurance to update the insurance details to settle the claim. Next news - they dont want to pay - this was the same person who did not respond to my numerous queries. He then contacted me on Wednesday and said they would settle and wanted my bank details etc which I sent him. On Thursday he again contacted me and said that he cant find the mail could I sent it again so they can make payment. I then get a mail from an unknown person in the company who indicated they would not be paying I needed to wait for them to have a meeting today (6 days later)to decide whether they pay ( after 2 commitments to pay). I asked for confirmation from them again today that I would have an outcome today. As usual no response to my mail. I just want everyone to understand what they are dealing with if they enter into a Vodacom Insurance policy via Cellsure. I will be logging an Ombudsman case in this regard also should I not have feedback by CoB today.