Insurance nightmare

After a week of trying to sort out my insurance with Vodacom, I'm really at my wit's end. I have been to the stores, and I have spent hours on the phone with Vodacom's repair centre, their customer support, and their insurance support, and all of these blame each other and none of them are willing to help. In 2021 Vodacom replaced my phone that was still under warranty due to faulty face-id. They did not update my insurance to reflect the new phone's IMEI number. It seems that they have changed systems at Vodacom's repair centre, and now claim to no longer have records of the warranty replacement because their systems don't have history, even though I have the original job id (***6). Insurance says it's the store's fault and they should fix it, the store says it's the repair centre's fault, and the store (Vodacom 4U Garden Centre) says it's my fault. It is just insane that no one at Vodacom seems willing to help, this administrative blunder on their side is somehow my fault, and I can't seem to speak to anyone or escalate this to anyone who can actually help