Vodacom and Vodacom Insurance Pathetic Service

I have 3 contracts with Vodacom, I have never changed Service Providers because I just hate change but this service is unacceptable! On the one contract, I have a tab for my 10 year old daughter, have had this contract for almost 5 years and this is the 3rd tab, I have been paying a minimal insurance amount for the last 5 years and have never claimed. I had been assured that the insurance cavers accidental damage comprehensively and this includes water and screen damage. Last week my daughter dropped her tab and the screen cracked, we took it into Vodacom who submitted a claim of approx. R3300 to their insurance. I was informed this morning (after I had to call them!) that the claim was rejected because it exceeded my cover? But, lo and behold, the insurance approved issuing me a new tab of which I would have to pay an excess of 30%. If this tab is worth R10000, I would have to pay an excess of R3000!! In my books this is utter and simple ******ion!! This morning, I asked for a call back within 30 minutes, it is now more than hour later. And just to be clear, my daughter cracked the screen of her old tab, my husband took it to a cellphone shop and it was repaired within 3 hours for R300. Claim number with Vodacom insurance - CML *** Job number with Vodacom Store at Canal Walk, Cape Town - ***1