Poor Customer service

I Betty Senokoene lost my device Huawei mate 20 pro on 22nd of july which I made an insurance claim @ vodacom store in SASOLBURG till today I haven't received ma phone keep on hearing different stories from the store manager that i must call the insurance myself + the consultant who was assisting me she's off sick so my frustrated because of the behaviour of the store manager she doesn't even know how to address the Customer IMAGINE her telling me to call the insurance company myself but vodacom SASOLBURG offered insurance to me how good is that!!!I'm now in second week not having a phone I need

Ultimate they told me today only the consultant who was helping by then he didn't upgrade my insurance the device that i am insured for is the previous 1which was psmart imagine who on earth can insured the phone that she's no longer using