No feedback on claim

Vodacom Insurance has the worst service and I regret ever signing up for them. I opened a case for a ******* on the 29th of August and also made a claim on the 29th with Vodacom Insurance and my claim was approved on the 30th as it was still pending a case number. I went to submit an affidavit and a certified copy of my ID at a Vodacom shop on the 30th as requested but I am now being sent from pillar to post, yesterday I was told to go collect another phone from the Vodacom shop but when I got there I was told about an issue with the access fee amount and I was advised that Vodacom Insurance had been called and they will rectify the issue after 24-hours. Today I contacted Vodacom Insurance and after waiting on the line for almost 30 minutes I was told my claim would not be processed as I had not submitted an affidavit and copy of ID (which I submitted on the 30th of August) and also because there is currently system maintenance taking place.