Unprocessed Insurance claim

I have had Vodacom insurance and contract for a very long time. They will chow your data and airtime, make you buy their social media bundles and later claim that they have a technical error and you cannot use them. Their consultants at the call center or shops are half the time clueless. I lost my cellphone on 22nd January 2019. Made the insurance claim on the 2nd Feb, up until today, no one has called me. i have been calling the 1952 no help. I have been sending emails, no response. Went to Maponya mall 3 times already and last week I was told that they are not processing any insurance claims since last year Dec. None of the insurance claims that they have sent through this year have been processed. Make no mistake, my account is being debited on time every month !!!