staff incompetence

i took my phone in for repairs at the vodacom repair center<br> in menlyn pretoria on the 13th July 2015. They then sent it to the <br> advanced repair center and the phone was assessed and a quote <br> was sent back to Menlyn. I have filled in a cellsure claim form<br> the 1st time i took the phone in as i have told them that <br> the phone fell and would probably be an insurance claim.<br> On friday 17th July 2015 i called vodacom repairs menlyn<br> to enquire about the progress/status of my claim and was told<br> that they have sent all documentation to the insurer and that<br> it would take approx 24-48 hours which i didnt mind BUT on <br> wednesday 22nd when i called vodacom they told me <br> that they have sent the forms and i must call the insurer. (Vodacom Insurance)<br> I called Cellsure on the same day and was told that they didnt receive anything. I<br> called Vodacom Repairs menlyn to inform them on the 22nd and 24th that the insurer didn't get the <br> documents. Why is this my job to relay info between the repair center and insurer. <br> How difficult can sending a email or fax really be? Is it really so hard to pick up the phone and<br> call insurer and keeping the client informed?<br> These people are really very ***********!