Vodacom insurance is a ****

I am highly disappointed in the service that I received from the Vodacom insurance company. I have been dealing with one claim since last year November. Booked my iPhone 12 in for repairs as the screen was broken. After 3 months of the device being brought back because the icloud was still linked even after it had been removed from the device I was approved for a replacement device. I then contacted the insurance company stating that I would like a new device and would like them to remove the IRD status inorder for neto pay the betterment fee and access fee. The lady I spoke to advise that the IRD status has been removed and I should wait in store for it update on the system. Instead the status of my claim changed to declined and was advised that the short needs to resend the device for repairs in order to get a new quote for a new phone. The device has been sent in more than 6 times already and I currently do not have a phone but insurance has been debiting with no disturbance.