Unprofessional Services

I have a phone contract with Vodacom and i took their cellphone insurance as well. I lost my phone and On the 23 February 2018 i went to Vodacom Cresta Mall to claim for the lost phone with all the required documents, the lady that assisted me was truly helpful however when they tried to ge hold of the Insurance 1stly i was holding for about an hour and then they dropped the call and continuously did that for roughly 4 hours until my wife and i left. I am angry and frastrated as they said i should leave my documents and they will contact my wife once they got through to the insurance. THIS IS TOTALLY UNACCEPTABLE as i depend on my phone for my professional career. VODACOM SHOULD TAKE ACCOUNTABILITY AS THEY ARE THEIR INHOUSE INSURANCE.