Vodacom Insurance and warranty repair - gross inefficiency or a ****?

Shattered screen on my iPhone - no problem, I pay for Comprehensive Insurance with Vodacom, every month. 12 Feb 2019 - I took my phone into Knysna Vodacom, they explained that instead of 2-3 days turnaround it will take a week as the phone goes to George. No Problem that understandable. 14 Feb 2019 - received an sms saying that the phone has been booked in for repair quoting job number ********** 3 and a warranty repair will take 2-3 days. 15 Feb 2019 - receive an sms saying that the cost of repair is R1,207.67. Please call Vodacom George to accept or decline quote. 18 Feb 2019 - I phone George vodacom and query why I am receiving a quote. I am told to ignore the sms as it is a warranty repair. 22 Feb 2019 - I call George Vodacom and speak to a technician, he says they are waiting for me to accept the quote, I say its a warranty repair. He says I must contact Vodacom. I try to contact Vodacom on ********** - never gets answered. I 'chat' to someone on the Vodacom website, he gives me an email address ********** I send an email query - to date no reply. I notice on my online Vodacom account they have denied warranty claim. Why?? 23 Feb 2019 - go in to Vodacom Knysna - assistant says that they have to use that number as well and they wait forever for it to be answered. 25 Feb 2019 - speak to manager at Vodacom George, he says he will follow up.

What I have learnt - Vodacom has changed their insurance company to Finrite, it was Cellsure previously (Vodacom website forms are not updated) There is no way to contact or query vodacom repairs and insurance - unless you dial ********** , which is never answered. I mean really - holding on for 15 minutes at a time.

Vodacom, for a communications company - your communications channels are primitive and unhelpful. Even your web page information is outdated.

I want some credible information please: - why has my insurance claim been denied when I pay for Comprehensive Insurance every month and therefore covered for Accidental Damage? - when do I get my phone back, I use it for business as well as personal?