Outstanding documentation requested on 10/02/15

My phone fell in water and for insurance purposed I need a report from vodacom which states the phone cannot be repaired. My phone was handed in at Lakeside mall with the above instruction. 2 days later their insurance department phones me to say my phone is not insured with them after I clearly told this to the vodacom employee whom assisted me when I handed in my phone. I phoned customer care whom referred me to another number, who also referred me to another number, who again referred me to the branch where I handed in my phone (14/02/15). I have phoned this branch repeatedly and there is never answer. I phoned customer care again on 24/02/15 they said they would phone lakeside and get back to me. I am still waiting to hear from them and still don't have the paperwork I requested on 10/02/15.