Vodacom and their insurance service provider

I took out a contract with Vodacom via the website two months ago and I first had an issue with them when I had forgotten my pin code and requested the puk and they given puk was not working until the sim card got blocked or deactivated and asked what to do from here was told I need to purchase a new sim after I had done that the following day I was taking in the my old phone for repairs via vodacom and my new contract phone fell and the screen cracked so I ended up having to take both of them in and I had called the insurance number that has automated responses and you hold for more than mins before an agents gets to you and asked if I can be given copies of the insurance on both my phones and was told I will get it but till to date I have note received and this happened on 28 March 2021. I took the phones to a vodacom store for repairs they were both booked but only my old phone was approved for repairs which only has accidental damage insurance and the new phone that has comprehensive cover I was told that Vodacom repairs cant see the insurance cover for the new phone but I am paying for it and it is showing on the bills I have received and paid for now I keep getting told to contact the insurance number but they keep telling me that the system is not updated and they will escalate it and I went to the customer care store in Gateway but was told I need to come before 5 pm if I want to get assisted. So it almost two weeks with no phone and being treated like I am asking them for a favor were by I need to utilize a service I pay for with out fail every month.