Vodacom and finrite insurance disaster

I took insurance for device when I bought it at a store. On the 21st Jan I claimed and left my damaged device at Vodacom Repairs Sandton and was told up to 7 days. Vodacom claims that they submitted everything to Finrite insurance and they are waiting. I have been calling Vodacom insurance line and no one picks up no matter the time or day. I have no device and Vodacom itself say there are also struggling to get thru this company and I must just wait not sure for how long. Why did Vodacom change suppliers when clearly this finrite was not ready to take over the account. In itself 7 days turnaround is extremely poor and now in my case we are over the 7 days and I can’t call anyone because the lines don’t work I have an sms that says I must call Vodacom within 2 days to accept or decline the quote but they are not picking up my calls. Kindly sort this out soon.