Vodacom Insurance lack of responsiveness

The Vodacom insurance is an absolute joke. I am on a pay as you go contract and bought a new phone. Since Monday I have been trying to get insurance for the phone. I sent an email on which I received a quote back. I forwarded that same email to the same email address that I requested the quote from saying I accept - NO RESPONSE. I went several times to the web address to request a quote yesterday and today and then requested to be called - NO CALLS RECEIVED. I tried phoning the number yesterday as per the vodacom website - after half an hour I hanged up - NO ONE PICKED UP THE PHONE. This afternoon I phoned again and a miracle happened - after +- 45 minutes someone picked up the phone!!! On Sunday I went to a Vodacom shop at East Rand Mall - they gave me the phone number to phone for the insurance - this gives me a clear message that not even Vodacom shops want to phone the insurance as they know they will not get assistance. So if Vodacom does not even want to contact their insurance provider, how can they put their loyal customers through such a terrible experience?