*** Repair Center

I handed in my cracked screen phone, having taken insurance under the impression that my insurance would cover the entire amount. It is just a cracked screen. They told me the job will take 7-10 days. I booked the phone in on the 10th December 2020. 10 days later, I had to call and ask about the status of the job. Vodacom repair center did not know where my phone was. They called me back days later informing me they only booked it in on the 23rd and will be ready in 2days time. (with an excess of R400). For a cracked screen??? Why do I pay insurance? All I want is an explanation as to why this took so long, with no communication until I followed up. And I still have to pay an excess? What is the point of this? I asked the supervisor at the repair center who I can escalate this matter to and she directed me to complain on social media? I have been loyal for years and I feel let down by your guys attitude. I have a contract renewal coming up and I am now considering going elsewhere. Disgusted Customer