UNFAIRLY TREATED

I am so frustrated, I have a contract with Vodacom on mobile number ***. Last week on the 24th November I called in to do an upgrade online - the upgrade was approved but because I am upgrading to the new iPhone 14 Pro Max, I have to wait as its on order. The lady confirmed it will take 3 - 5 weeks. Yesterday my phone was ******. I have comprehensive cellphone insurance with Vodacom and I pay R309 a month. I have been paying this since 2020. I called the insurance department and they confirmed what process to follow for the claim to be processed. The first step in the process is to get the phone black listed of which Vodacom will give an ITC number in order for me go and open a case and make an affidavit at the police station. The police will not assist if I do not have a ITC number and the insurance company will not log the claim I dont have a case number and a affidavit. I was on the line waiting for customer service to answer and every time I waited for 32+ minutes before anyone answers. I ended up going to the branch. They could not assist me at the branch and indicated that I can not blacklist the phone because it is linked to the number of the contract that I want to upgrade. I then suggested that we cancel the upgrade because i cant wait 5 weeks without a phone for the new phone an di need the ****** phone black listed. they indicated on the call that they can not do this. I have a problem with the fact that Vodacom is ******ing the process of the insurance claim. The phone is ****** I need it black listed and I need to claim as per my contracted policy for the hand device. No one could give me a solution and I am DEEPLY PAINED because I paid insurance for risk like this - the risk of my phone being ******. I am being unfairly treated as a client by Vodacom. I should not be inconvenienced like this because of internal processes. I was being transferred from one department to the other the whole time and every time I get to a new department then the prompt requests for me to add the number I am enquiring about. i am now "blocked" by Vodacom - meaning I can not call in and enquire about the number then the prompt says " the number has been flagged as ********** because the system picks up multiple calls in". NOW VODACOM - HOW THE HELL AM I SUPPOSED TO GET HOLD OF ANYONE TO ASSIST ME WITH THIS your prompt says I should WhatsApp you on 082 178 44 but I dont have a phone to WhatsApp ? I really need help here, I am a single mother who can not afford to not have a phone in case of an emergency. I took insurance for the exact reasoning that should something happen to my phone then I have peace of mind that i will not be without a phone. R309 is a lot of money but I paid it for peace of mind and now I am being unfairly treated - CAN SOMEONE PLEASE HELP ME :( The consultant at Vodacom Menlyn Main really tried to help me but he could not because my number enquired about is blocked on the servicing lines .