Vodacom insurance a hoax

I wish I had seen all the bad reviews before taking out insurance with vodacom! My son was held up at gunpoint last week Saturday, 28 Novemeber 2020, and he's phone amongst other things were taken. I'm grateful that he is alive as it good have been much worse. I was also grateful that the phone was insured and followed all the proper procedures only to have my claim declined without an opportunity to appeal. I called the call centre, several times, each time I waited more than 10 minutes for my call to be answered and each time I had to explain myself over again as none of my previous calls were noted on the system. I kept requesting a written notification of the decline so that I could appeal it. Now this is what I'm very angry about, none of the consultants I spoke to good tell me how their appeal process works, just kept saying it's a valid decline, case closed. Besides suffering immense trauma of being held up at gunpoint we were now being traumatized further by very inept consultants. In the last call today, 1 week after the incident, I was told in no uncertain terms that a manager won't return my call cos the case is closed. I'm definitely going to the ombudsman with this!