Iphone screen repairs and insurance

I took out screen repairs with Vodacom with my iphone contract. I cracked the screen and took the phone in for repairs on the 10 of October 2017. Even that process was painful as I had to phone several times to find out what is happening. I also had to phone the insurance only to find out they never submitted the claim. Eventually I was told that the screen could not be repaired and they would give me a refurbished phone (my phone is only 5 months old and was working perfectly well). The insurance said they will pay R2500 and I needed to pay the rest which was close to R5000. Not happy with this cos why pay for screen insurance if Vodacom cant repair screens, I contacted the customer care on the 26th of October 2017 and ever since then all I have been receiving is calls and emails stating its under investigation and every time I have to follow up myself. The last straw was when I tried to follow up again on the 15th of November and received the following:You may contact the Vodacom Repair Head Office on ********** (free from Vodacom SIM) should you require any further assistance in this regard. Alternately you can forward your email to ********** Please accept our sincere apologies for the delay and inconvenience.

Kind Regards, Lee Bantom

Really? After almost a month of trying to get answers, this is the response I get from a large lead company. if this is the hassle we get from Vodacom, then I might as well as try my luck with other cell phone service providers. we are paying a premium to be part of Vodacom so that we can the service of a global player but this is not the case. If vodacom cannot repair screens they should state that and not offer screen insurances!!!!!