Unacceptable customer service

My apple iPhone 5 has gone in for repairs, three time this year, for months at a time for repairs at Vodacom whom I am insured with and theses people are messing me around sending me back and forth, calling me for collection then the phone was not fixed properly. And still I am paying for a hand set which is more at Vodacom repairs than with me every month. I have been a loyal customer to Vodacom for more than 8 years, and I am seriously unhappy about the service that I have experienced this year. I don't understand why it is that I cant claim for a new phone when I am insured and pay month insurance on the handset!