NO SERVICE ON INSURANCE CLAIM

My husband had his cell phone ( ********** 479) ****** over a week ago. We submitted his insurance claim form to Vodacom insurance..no acknowledgement no reply. We did the sim swop at local Vodacom store..no one can get through to their insurance line... ********** ... I even tried their Joburg landline but it just cuts off. I believe they have Fin Right who have taken over their insurance business. I hung on the phone last week for over 38 mins to be told his claim is pending.....as we didn't send in a copy of ID with the claim. Nowhere on the claim form did it say submit a copy of ID... so I scanned and re-emailed both claim form again and a copy of ID. No one had got back to us to ask for a copy of ID..so it would have stayed ''pending" forever. Since then I have heard nothing..they do not respond to emails and it has since been impossible to get through on the phone ..you just get cut off. Is This how Vodacom care for their customers..we pay for insurance and service and are just ignored! Disgraceful Vodacom! Cleary you now have a total disaster of a company running your insurance side. Do Not take up the option to ensure your cell via Vodacom! absolute worst I have ever encountered.