Disgusting service

I took a Sony Xperia (not sure of the model) on contract with vodacom. I took insurance for the phone with a 3rd party. The screen is damaged beyond repair. The insurance would like to replace the phone, however, they need a qoute for a new phone that has similar / same specs as my phone. The insurance's vendor does not service my phone therefore I need the qoute from Vodacom. I have been calling them back and forth and not a single person any of the million different departments can help me. I walked into a store, they said they cannot help me. I emailed the customer care dept last week and spoke to a manager who promised to get the qoute from the relevant department and I am still waiting for her to get back to me. I even asked if we can do it all in one go, and put through the sale of the new phone once approved, no I need to work with different departments for 1 thing.

The service is disgusting. Just because I did not go with your own insurance does not mean you should not provide world class service and assist with sorting this out.