Vodacom Insurance Agent Finrite the WORST nightmare!!!!

I have been a Vodacom customer for over twenty years. Currently I am paying about R5000.00 a month for various contracts for myself and family members. Cellphone contract ********** 968 is inclusive of an insurance cover provided by Finrite (A registered service provider acting on behalf of Vodacom). The contract is for the cover on the instrument to the max value of R15000.00 at a monthly premium of R214.91 excluding tax. I am informed Vodacom has just appointed them after the contract with the previous service provider was terminated/lapsed. On the 3rd of March 2019, I lost the Samsung Note 8 phone in Mahikeng. The loss was reported at the Mahikeng Mall Vodashop who blocked the sim card and blacklisted the phone. Subsequent the loss was reported at Mahikeng Police Station who registered the particulars and provided me with proof in order that a claim can be registered. Assisted by the staff at Mahikeng Mall Vodashop the necessary forms where completed and a claim registered with Finrite. From Monday, the 4th of March 2019 to date we have been making follow-ups with Finrite iro of the claim. Getting through their call centre number ( ********** ) is worse than being in "hell". On average one is made to hold for 45min-1hr before if you are lucky enough not to be cut, the phone is answered. This is happening at the time when the economy is very bad and belt tightening is required from all of us. The Finrite staff have failed to call me back on numerous occasion even when I have requested so. Lately, they argue that someone has failed to deduct monthly premiums for month of February 2019 and therefore I was not covered at the time when I lost the phone. I have never made a request for the cancellation of the insurance. Neither did I instruct anyone to suspend deductions. I cannot be held liable for the technical cliches during the period of transition from the old to the new insurance company. What I want is the payment of the amount covered towards the replacement of the new unit. The balance on the capital cost and the excess will be for my account. The service that I have received to date is appalling. In their recorded message to the Call centre, they pride themselves to honouring claims speedily. Further that they commit to honour cellphone claims faster than any other claims. Alas! this is hypocrisy of the last order! I am wondering if this company has service standards. I have escalated this matter to Vodacom Call centre and called upon them to intervene since Finrite is their insurance agent. They have promised to log a call which I have not received at the time of lodging this plea. While I continue to be inconvenienced, I am also appalled by Vodacom whose posture seems to suggest that it is the insurance issue and that they cannot directly intervene. For heaven sake, Finrite is their contracted service provider and is rendering these services on their behalf. We are debited by Vodacom following which they pass the premiums to Finrite. Consumers are not the ones who chose and appointed Finrite. It is Vodacom who have done so. Therefore, they cannot distance themselves from this mess! Please help me dear Peter. I am wondering what capacity and functionality competency did Vodacom consider when they were appointing Finrite as insurance agency.