Vodacom insurance

I am very disgusted at the call i received from Vodacom insurance. My cellphone got damaged in May. I took my phone in to be repaired at Vodacom in CapeGate(on first floor) I was assisted by a lady who stated that they are not taking in phones for repairs. I thus kept the phone with me. In June i called the store and asked when they will be taking in phones for repairs and they stated that at that time they were not open. Again i kept the phone. Unfortunately was then infected with the Corona Virus in June and isolated(mind you i am also pregnant currently 8months) last week i was able to go back to the same store to take my phone in for repairs which was taken in at this point. Now i get a call from Vodacom insurance to say my claim is declined as i didnt take the phone in. I explained to the consultant and she says there is nothing they can do but decline my repair This is unacceptable as firstly the store turned me away when i took the phone in I also contacted vodacom insurance and informed them the store had rejected my phone

I need my phone repaired as delay was not on my end but at the store