Vodacom insurance claim process

I booked my phone in at vodaworld because it was damaged and I have vodacom insurance. No feedback for 3 days. I called this morning, told by the insurer that they claim has been approved; I had received no comms regarding this; then I was told that I must call into the repair center to accept the excess amount. I call into the repair center to accept the excess only to be told that on their system, they are replacing the device and not repairing it. So clearly the repair center and the insurance department have no idea what collaboration is. Coming up to a week now without a mobile phone. And to make matters worse, vodaworld had no loan devices. Been with Vodacom my entire life, seriously considering moving to another network provider.