Vodacom and Finrite take money but doesnt want to provide a service paid for

I sent my phone in after I dropped it in the water. On arrival at the vodacom shop I was told by 2 employees that the insurance is very slow as they are only working through claims of 2018 now so I shouldn't get my hopes up for any service or feedback. With this knowledge I anyway proceeded with the claim just to get to the next hurdle, my phone isnt registered on the Vodacom network and they can only help me if I can provide proof of delivery. So I went home to return the next day just to be told again that they advise I rather buy a new phone as the insurance company, Finrite, will most probably not get to my claim by the time of my next upgrade...that will only be end next year However they booked my phone and I received a message on 25 February from Vodacom that the warranty claim is 4334.45 and I should accept or deline in 2 days. I phoned them and the operator stated that the message was intended for the insurance company, Finrite, and not me but they will contact me once the claim has been processed. I contacted Vodacom on 1 March to get feedback just to be told the lines at Finrite is still out of order and the operator provided me an email address. Mail sent and no feedback. Tried again today and still no feedback. All I want is value for the service im paying for and feedback on the process of my claim. My work is being affected but I guess they dont give a damn as the money keeps coming in every month and they dont have to lift a finger to provide any results. Can you please investigate?