Insurance Claim Delayed by 3 weeks

I submitted an insurance claim for a lost phone 3 weeks ago and am still without a phone. The insurance department says they need to update my information on the backend but are undergoing IT maintenance. No one has a clear timeline on when this will be resolved and I'm paying for a phone and insurance I do not have. The branch has updated everything on their side but they can't issue out a new phone unless the Insurance Department fixes their issues and sends approval. I need Vodacom to find a workaround while they fix their problems, I shouldn't be affected as a customer and I need a phone!