Vodacom cellphone insurance is pathetic and disappointing

I have been a Vodacom customer for over 12 years now and I am not sure if I would recommend Vodacom to anyone after all the experiences I had with them these past three weeks.

I am on contract with Vodacom and I have a comprehensive cellphone cover, so last year I upgraded and I got an Iphone XR. Three weeks back my phone was ******, I reported the matter, the phone was blacklist and I also opened the case at the police station. I submitted all the required documents to Vodacom. I was dealing with the lady named Francinah Nakedi, she processed my claim and advised me that I can go to any Vodacom shop and get an Iphone 13 and all I need to do is pay a 15% excess of the Iphone 13 value- I didn't have a problem with that and I was actually willing to pay the excess amount. I contacted a Vodacom shop in Southgate to check if they have the Iphone 13 stock, they confirmed they had stock but when they checked on the system they found out the cellphone insurance cover was was linked to my old phone not the Iphone XR, so when I upgraded, my insurance details were not updated to the new device. Francinah then told me my claim is escalated for back premium calculation for the policy to be updated to the correct cover amount then I will be able to be replaced with the Apple iPhone 13 128GB. I asked for an invoice, I paid that amount and I sent the POP. I went to Vodacom in Sountgate to finalise everything and I was hoping I'd get my phone but I still didn't get my phone because the insurance department did not allocate the payment I made. today the 29th April 2022, I called Vodacom Southgate to find out how much the excess is so that I can go pay and then get the Iphone 13 today but I was told they still haven't received any update from the insurance department. I am devastated because it's three weeks later and I still don't have my phone. I am so disappointed