failure to fix device

I accidentally dropped my Alcatel OTC POP 7, the screen cracked, I went to vodashop to have the screen fixed seeing that I pay R49/month insurance on my device. The phone was returned to vodashop not fixed! After the manager of Middelburg vodashop phoned Witbank the phone was sent back to them with the correct paperwork. Now, almost 3 weeks later, we receive an sms from Vodacom saying that the claim was again declined & to phone Witbank. I phoned them on the number provided in the sms, I spoke to Catherine. And she can't give me an answer as to why my phone will not be fixed!! And that maybe I should phone Cellsure!?? Again!! This whole thing is going on since 28 April!!