iPhone 11 repair - Insurance Claim

Good day,

I would like to bring this issue to your attention.

On 22 October 2021, I checked in my iPhone 11 at Vodacom in Pavillion (store opposite Star Bucks)

The lady who received us just dismissed us to the stores downstairs without checking how we will be paying for our repair.

We returned to the store to advise that my phone is on vodacom insurance (comprehensive cover), the surprise on there face.

I called the store last week and they told me my phone is not back I must call their repair centre. I didn't think that was my duty but I still called the repair centre and the lady advised that they do not know when they will receive the parts as a result of the expected date to be provided to me.

Today is 16 working days later no communication, I am not sure what I should do or maybe this is standard operations.

I would really like to get assistance with regard to this matter.