INSURANCE ****S AND USELESS 'HELP' (VODACOM)

My cellphone was damaged (Beyond economical repair) more than two months ago. I have paid my insurance every month of the 2 year span that I've had the device - only to be told by Vodacom that I do not qualify for a new phone. Now they want to give me a pre-used, refurbuished phone, despite me paying for insurance every month. Not to mention, I am paying the highest possible amount for insurance to ensure that I'll be able to replace my device should it ever be necessary. It's been a struggle for two months now trying to get the relevant information from Vodacom - as the initial understanding was that my device would be insured to the full value of my iPhone 13. Two months of non-stop phone calls and having to wait around on hold for hours on end, just to be compensated for something that I have been paying for two years and should be entitled to. The red tape is baffling and a very clear indication that Vodacom has ABSOLUTELY NO CONCERN with solving problems or compensating clients, it's just and endless stream from one operator to the next, email forward after email forward and not a single one of these useless idiots even try to help you or add any value to the process. Honestly despicable business practices where it's so utterly clear that they just expect you to give up and accept this nonsense! Not a shred of integrity from this corporation.