more than 6 month and still no resolution

In July 2024, I upgraded 2 of my contracts with Vodacom, one for me and one for my fiance. Both upgrades came with smart watches as the package and for the sake of safety I had opted for insurance on the phones and took out the additional cover for the watches. By June 2025, my fiance's watch had broken. We took it to vodacom in Mall of Africa to have this resolved with insurance and after 4 weeks were told that it's not covered despite paying for the additional cover since I took the contract. I needed to show proof of purchase to Vodacom for the item that vodacom issued to me to be able to claim from the insurance that vodacom offers. After a month of struggling with this, I was able to obtain proof of purchase for this and submitted to vodacom insurance to activate the cover. in This time my watch also broke which also needed to be repaired. After the negative experience at Mall of Africa, I opted to take the watches to Vodacom Cresta which took place in October 2025 due to multiple delays from Vodacom. After 2 months I followed up with Vodacom Cresta who confirmed that they did not check in the watches for repairs or insurance and that it would need to be taken in to the repair centre in fourways. After collecting the watches I took them to the repair centre in fourways which after a few days confirmed that they can't be repaired and just gave it back to me.

It has taken more than 6 months for this entire process to happen and the end result is that I am paying Vodacom for a service that they are not fulfilling. The service experienced especially from vodacom insure has been disgusting.