Vodacom backward system

I broke my iPhone 8 screen, and took it into Blue Route shop to have it sorted out (as I’m under an insurance plan with them), I was told it would take 2-5 working days to be sorted out. 1 month and 100+ phone calls later.... NO PHONE. My husband went into the shop about 2 weeks after bringing it in, they could give us no information, let alone the insurance number, as I received a sms saying I needed to call them. Eventually I had someone phone me from the insurance company, after I called Vodacom call centre, which they then had to call insurance and ask them to call me. They said my phone was unrepairable so they gave me options on the next steps to take. I accepted a quote for a new phone.... the next day I received a sms saying I had ‘denied’ the quote. 1 week later and nobody knows what is going on with it still! They will still make me pay for my phone contract (even though I have NO PHONE). I am so baffled at how a company is unable to communicate with one another and just sort the problem out!!!!! Such a backwards and useless system.