pathetic insurance

I had a claim for a damaged cell phone. The claim was authorised by Cellsure Insurance, and i was told to collect a new phone from any Vodashop. I went to Vodashop on 01 Feb 2019, and was told that from this date Vodacom has changed to Finrite Insurance. The normal procedure is for Vodashop to call the insurance to get the written authorisation whilst the client is there, but they could not get through to Finrite phone lines. We accepted that this was due to them only taking over that day. It is now the 18th February, and I have been to Vodashop every day, and am still getting the same story - they can not get through to Finrite. I am personally trying to call Finrite every day, i send emails every day, and still no luck.