unfair treatment by vodacom insurance

This review is about the horrible service that i received from vodacom insurance with my son's phone with the phone number ***. The phone in questioned was broken around the first week of May and was taken to a vodacom center in Port Elizabeth. Some days later i received an email to say i must pay R400 which i deposited to him to go pay in the store because i am based in Johannesburg. He went to the store to pay it on the 20th of May 2020. Some weeks after that i asked him to go check the phone and was told it was beyond repairs a new claim for a new phone was approved. later on when he went the shop was closed due to identified covid case, 3 weeks ago i called and was told to call the insurance and was told the claim is approved which confirmed what he was told and i needed to pay 15% . I asked the person i was talking to what about the R400 i paid and i was told that the store has to repay it to me and i start paying the 15% from scratch. i called the store and i was told i wont be repaid since they did some work on the phone i again called the insurance i was told that if he takes the proof of payment to the store then they will let him top up to sum up the 15 % for the phone he wants to replace the broken one with. Today i called the insurance again request proof reference number for my son to go to the store and the lady i spoke to he name was Thando assured me that he doesnt need a reference number he must just go to the store with a proof of payment which he did but again he was told that the proof of payment on the phone must be emailed to the store i mean they are the ones who issued it and it was on the phone they didn't give him the phone again . i have been going back and forth with vodacom insurance since May and my son hasn't gotten the phone even today. With all this pandemic happening in South Africa my son has to expose himself to going to a store in vodacom and nothing is coming out of this, i regular pay fir my insurance without pay but when i have to get whats due to me its a mission. i believe i am treated unfairly or the particular store is abusing him since h is child or the insurance is taking chances