Tablet sent for repairs without paperwork

On the 23rd December my wife took our daughter's tablet for repairs at Vodacom 4u in Wonderpark. The contract is in my name. Lethabo booked the tablet and even indicated that it was insured therfore there was need to fill in claim forms. This was not done and they sent the tablet away only to be returned without being repaired. The repair centre claims they could not get hold of me which is absolute hogwash considering they had been sending me SMSes to tell me where the tablet was. Funny enough, they did not send an sms to inform me I had to accept the quote. On the typed booking document, Armand's name appears and even so, he clearly states that the device is insured! Why then did he not insist on a claim form? I pay for the device monthly and my daughter uses it at school, she's been grossly inconvenienced and we have no idea for how much longer. This is incompetence. When I went to the store on the 23 Jan, Armand would not even talk to me!