Vodacom Insurance No client centricity

I submitted a Vodacom Insurance claim on the 31st of January 2020 at the Vodacom shop in Tygervalley shopping centre. My claim has been on pending assessment status since that day. Everyday I call the insurance number and never get an answer. Today I finally spoke to an agent and she said they cannot give me an answer on whether my claim is approved or not unless i'm at the Vodacom shop I submitted my claim forms at. It has been 27 days without any communication regarding my claim even though I submitted all required documents. It is very poor client services and they make sure they get their premiums every month.