Unacceptable insurance service

On 27/8/2018 I handed in a cellphone with a cracked screen at the Keywest Branch. The contract has full insurance for more than 3 years and this is my first claim on this contract. I was told that the cellphone will be repaired within about a week. About a week ago I inquired and was told to fill in a claim form at the Keywest Branch. I was also informed that Vodacom will call me within 24 hours with the quotation. Today I contacted them again and was informed that the claim was declined since they did not receive a claim form. Why pay insurance for a phone, if you cannot get it fixed and if giving it in for repairs take so long that you have to purchase a new phone because you cannot go without a phone for so long. The service is a disgrace.