Vodacom insurance- high price to pay for theft

<p>I feel so let down by Vodacom at the moment, I was extremely unfortunate to have my phone ****** on Monday 17 April 2017. I then blocked the phone and reported it ****** to the nearest police station. After reporting it the same day it was ******, I only received the case number on Tuesday night and I made way to Vodacom Midrand on Wednesday after work. A very friendly lady Baatseba told me to fill in the claim forms and wait for 30mins to an hour for insurance to receive the forms and process the claim. I waited around the center as she had given me a complimentary coffee ticket and after an hour I went back to Vodacom where she informed me that the insurance system was down and I should try again tomorrow. I then asked for a loan phone but I was adviced by another gentleman that he would not give me a loan phone until insurance has received and processed my claim he also added that several of his fellow employees have been fired for loaning customers phones. On Thursday 20 April I called Baatseba to find out if insurance system was working and she informed me to call insurance myself as there was a problem with my claim. I then contacted insurance and provided my details, the lady informed me that my claim was in fact 'rejected as I had not insured the phone'. I was BEYOND SHOCKED to hear such and I asked her to clarify what she meant and she then revised her statement and told me I was not insured for the 6s plus (my current contract phone) but insured for my previous handset iPhone 5s and that I did not upgrade the insurance after my last upgrade. I then told her that it's extremely impossible as I have the insurance forms to prove that I am in fact insured for the current contract phone, 6s plus. I also added that I should not be punished for an administrative error on Vodacom's side as my signed contract should take precedent in the matter. She then informed me that I can go pay the difference in insurance of R373 to cover the shortfall and they would process the claim on receipt of payment. But I did not feel that was right at all and I needed to submit my signed contract to solidify my case. I then drove home to collect my forms and then to Vodacom Midrand where I showed them the signed insurance forms stating that I am in fact insured for the 6s plus. The lady that was assisting me told I would have to return tomorrow (again for the 3rd time) to find out if it's been resolved as she had to submit the forms and escalate the matter. I then asked for a loan phone in good faith because I did feel inconvenienced by vodacom but she told me that lost or ****** phones don't get loans only repairs qualify for loans. But I then reiterated that I really am asking in good faith and as a loyal vodacom customer under such unfortunate circumstances and while they resolved this internal issue. Unfortunately my tears fell on deaf ears with zero empathy (I was offered water, if that's any consolation). I really did not ask for someone to ***** my phone and I stay awake day and night checking if the phone is traceable with no luck. I certainly cannot control crime but I can put necessary measures in place to ensure that I am safeguarded against such i.e. having insurance...so can I not then be *****ed by the very same system that I am loyal to but cannot reciprocate. I would really appreciate it this matter can be resolved without any further delays so that I can have a phone again.</p>