Poor service delivery

In September 2021 We took. Out a contract with vodacom a double deal and insurance. Then in November we got ******, we then put in an insurance claim for both phones, one phones claim got approved the second one got declined, but when we opened the insurance we stated that we will be using an existing contract simcard from Vodacom, the call recording for that call. Has been requested it's been 18 working days, and the policy of vodacom states clearly that it takes 7 to 14 working days, this morning when I phoned vodacom insurance once again the agent told me that a claim for the second phone has never been logged, I am so disgusted at the service that I am. Getting from vodacom insurance, the contract gets paid every month on time as well as the insurance... I'm so tired of getting the run around from vodacom insurance... The service is very poor