*********** service from Vodacom and it's insurance

Vodacom and its insurance have been giving me the run around. In December my phone got water damage (A phone taken under Kathorus Car Sound & Security, a business phone), I finally took it in and when I went to go fetch it (12 January 2019) I was told that it couldn't be fixed, however I was also told that my claim has been approved and I can collect a brand new phone (I have proof of this). While I was still at Vodacom we tried to contact the insurance to find out if they have an iPhone 8 since Vodacom didn't have it and we were put on hold for about 2 hours, I eventually left. Finally I got time and went to Vodacom again a few weeks ago and all of a sudden my claim was declined and on top of that I had the same problem when we tried to contact the insurance to find out what was going on, again I returned to Vodacom on the 28th of Febuary 2019 and I was stuck there for hours (2 to 3 hours we were on hold yet again and didn't get through to the insurance). I am very frustrated and beyond upset, this is a business phone and my business has been put on hold long enough, I need to resume work and Vodacom is delaying that, I really wouldn't want to be pushed to a point where I take my frustrations and go vent to the papers! I need my phone as in yesterday. My business is being affected, I want my phone since the claim was approved in the first place! I pay so much money every month for the insurance only to receive *********** work on their side and I have never skipped a month of payment so I am completely frustrated.