Vodacom insurance is not responding to my claim

My phone was ****** on the weekend of the 24th of June, due to loadshedding the Vodacom store in secunda(Mpumalanga) kept having constant network problems, I was told to leave my details and they will blacklist the phone for me and claim from my insurance. It was a week later when I went back to the store and was told the claim was declined, I took the matter into my own hands and called Vodacom insurance to find out why it was declined. I was assisted by a lady who told me the claim had no attachments and the day of theft of the phone was incorrect. It than came to my attention that the Vodacom store in secunda had messed up my claim. I was advised to send the affidavit of the correct day of theft of the phone, the SAPS report and a affidavit stating that Vodacom store in secunda stated incorrect information on my claim. I have now sent all the correct information but Vodacom has not responded me on the claim. It has been 3 weeks of constant emailing and calling without any solution. This is very frustrating because I did not cause this myself.