Vodacom Insurance and Repairs Lakeside Mall

Sent my phone in on the 19th Feb 2019. Got told to come in today 8th March 2019 to collect my new phone. They did warn me that it would take some time because their new insurer has a backlog. I spent 5 hours there with no joy. I still do not have a phone. Everytime the insurer answered they either hung up or the call was cut. When we spoke to the insurer for a brief time in the morning, vodacom lakeside mall repairs department had not update the engineers comments to say that the phone could not be repaired, so the insurer could not give the go ahead. When they eventually updated their side the after 4 hours of me sitting there the insurer gave me a quote for my excess that was higher than the 15% . Then we got cut off again. Not long after that we were told by one of the employees at lakeside mall that the insurers system was down, which I don't believe but how could I argue when I'd been there so long. I was then told that "I" must phone the insurer, but I can't because when you call from a cell phone, I just drops the call. ********** .