Vodacom Insurance and Repair Centre have poor customer service

23 August 2019 i toke my phone in to vodacom store at Secunda for repair, the phone was then sent to vodacom Nelspruit repair centre. The phone is fully insured by vodacom insurance and i have never missed any installment. The phone have been returned to me twice without been fixed and no explanation is given, when i call the insurance they told me that everything is approved and when i call the repair centre they tell me that the phone is not approved for repair. to this day it being 5 weeks and 3 days without my phone fixed. The customer service i received from the insurance and the repair centre is very poor and to vodacom as a whole is this the service i have been paying for all this time?