Insurance over charges with no feedback!

I have had several Vodacom account for many years, a red client for about 4 years. I took out insurance on my son's device from the start of the contract. Earlier this year I noticed the premium increased without being notified. I have had extremely frustrating calls I had to endure... first of all the *** number does answer calls within 15 minutes bare minimum, then you get put on hold for 10 minutes, sometimes the call gets dropped without being phoned back. Now its been a month again since they told me that they will be doing a credit on my account for the difference as I was charged for a much more expensive phone. till today that "escalation" is still not resolved. This insurance department is the rotten apple within Vodacom!!