Terrible service

Hi I have renewed my contract in Feb 2019 My charging point stopped working in March I then took it in on 21 March, was then contacted by the insurance on the 2nd April Since then i was unable to reach the Vodacom Repair center to find out why i need to claim from insurance and pay a excess as its a new phone and still under warranty. Could you please contact me and advise the time frame for the repair and to why its needs to go thought the insurance. Disappointed Customer