The Claim Black Hole

I have been a vodacom client since 2001 - UNFORTUNATELY - service gets worse daily. I have been paying an insurance premium monthly for YEARS - finally a situation arises where i am trying to claim for a lost or ****** Samsung S6 Edge. I follow the procedure listed on CellSure's website. I submit my Claim (wed last week before 10am) and NOTHING , I phone i get an agent after 15min of holding on. Who tells me that i will have a response from Cellsure before close of business on Wednesday 9/03/16. NOTHING. I wait and wait. I try calling the cellsure number again on Friday, I wait 10min, then hang up, I call back, wait 15min, then hang up, call back wait 8min then hang up. I go onto Vodacom website to the chat facility and tell the consultant i would like to log a complaint about the SHOCKINGLY INADEQUATE service from cellsure. They said phone the number, i laugh and laugh and laugh..... i email CellSure and tell them how awful i find their lack of service. They email me back saying a consultant will call you ... three hours later, when i come out of a 30min client meeting, i see 2missed calls and a text message,saying they cannot get hold of me. I call back & hold for 25min.nothing