Vodacom insurance claim

I have a big problem with Vodacom insurance.they are taking me up and down about my claim

My son was using iPhone 8 and it broke last year. Since he was staying in port Shepstone then they gave him a good as new phone but when he got home he released the charging system was not working so they gave him the second phone.

Now the phone is lost and I submitted all required documents but problem is the IMEI number the the Vodacom repair port Shepstone didn't not update with insurance from the first replacement phone to the second phone.

I have being paying the insurance every month with no fail but now struggling to claim due to rude Vodacom agents. Apparently my case is with Yvonne Mokaleng and she hardly available when you call and hardly returns calls or she doesn't respond to emails.

Today I called and Nkele answered while she was busy investigating and I was on hold, other agent got the call and she was very rude. This morning before calling Vodacom insurance, the Vodacom repair port Shepstone store confirmed required information was send to Yvonne. She is claiming she did not receive them. I now look like a fool and till today my claim is not actioned since I submitted the claim 14 March.

I need my claim to be worked on then get a replacement phone urgently.