Vodacom handset insurance change

I'm having difficulty with handset insurance changes requested via the Vodacom insurance department after recent contract upgrades. In short, the old device cover had to be cancelled, and new cover activated on the current devices, effective the 1st of October.

The change requests were submitted as follows:

10 Sep. - 1st change request (telephonically) 20 Sep. - 2nd change request (email) 13 Oct. - 3rd change request (telephonically) 20 Oct. - 4th change request (telephonically and email) (call was cut off after being on hold for 43 minutes) 20 Oct. - 5th change request (email) escalated to ***, as well as *** 25 Oct. - 6th change request (email) escalated to ***, as well as ***

No feedback has been forthcoming and the latest Vodacom invoice shows that the old cover still remains, and that the new cover has been loaded either incorrectly, or not loaded at all.

How can a simple request like this be so difficult to action?

This is really appallingly bad service, and is making me rethink doing business with Vodacom going forward.