Iphone X - Insurance claim

My Cellphone was ****** on the 10th of February. after the long process of getting all the information needed from the police the claim was lodged with vodacom/finrite on the 21st of February since then i have received no acknowledgement from anyone. I have spent over 6 hours on the phone in the last week trying to get hold of the insurance company and no answer. No response to emails either.

I eventually went into vodacom and they attempted to call and got through after 45 minutes . after being put on hold for a further 30 minutes we were told that they cannot find our documents which have been sent multiple times. They then told the vodacom agent that there was only insurance on an iphone 5 , the vodacom agent had my account open and could see that i have been paying insurance on the iphone x which was ******. They then proceeded to put the phone down on us. and since then i have not been able to contact them.

This is so frustrating and what is more frustrating is that while you are waiting for hours , their prerecorded messages are telling you that all claims will be dealt with within 48 hours. I cannot get hold of anyone i have no idea if anyone is working on my claim. I feel like there is no other option at the moment than to take legal action against vodacom as this is false advertising. They are not providing any service or compensation and this is theft.