Vodacom device insurance

I have submitted a claim for my ****** device to claims@ ********** for the first time on 12/02/2019. I have since submitted it repeatedly to the same address as well as management@finrite and ********** Consultants at both Vodacom Clearwater & Cresta have tried to assist me to no avail. They even tried to call and also submitted the claim on my behalf - no response. After being a customer for over 20 years and NEVER claiming, I am now at my wits end!!!! This is the WORST I have EVER experienced in a country not necessarily known for good customer service!