Vodacom Insurance and Service

I am very disappointed with the level of service I have been receiving from Vodacom as of late. From turnaround times that are never met (I logged a case with Vodacom over a month ago of missing data that I had bought using the Banking App that never got processed. I was told that they have logged an investigation and they will provide feedback within 7 working days- this was never done) to Insurance that does not want to pay out. We have been paying insurance with Vodacom for my device for over 2 years and when my phone has a system problem, we are told that unfortunately they only cover for accidental damage and not system damage and this will need to go back to Vodacom for them to repair (when I took my phone in to Vodacom I was conveniently told by the consultant that the Warranty for the iPhone is 1 year because apparently iPhones are not made to last long).

We then requested that the insurance sends us the Insurance documents that we had signed for that . Please see below feedback we received:

"Please be advice that we cannot pick up your old application form because it was done by previous administrator CELSURE and we search we policy admin ,we cant trace it , apology."

Why is it now my problem that Vodacom changed Insurance administrators? The consultant then advises that we must go to the Vodacom store we had taken up the insurance for the documents cause when they call Vodacom, they are not able to get it from them.

They also advised that I will need to either pay for repairs or a refurbished phone (which both options come up to about R7000 each!) this is ridiculous, I honestly feel abused by Vodacom and request for urgent action and them to tell me who is meant to pay this now when they refuse to pay.