Vodacom Insurance - POOOOOR service

Vodacom Insurance does not care much about customer service. I am a red VIP contract holder (business line). The phone is being used for work (payment authentications, etc).

My phone got knocked out of my hand and fell on the ground - the screen broke so much that you cannot use the phone at all. I went to GSM repair center (Authorized Samsung repair agent) to get a quote and estimated repair time which was given as 2 hours. Very happy that this would not take long, they asked if it was insurance or cash. I told them it was Vodacom Insurance on which they said I would have to take it to a Vodacom Repair centre. I went to a Vodacom repair center and they told me that it would take 3-5 working days for assessment and then another 5-14 working days to do the repair. Knowing that this is ridiculous, I contacted Vodacom to request authorization to get the device repaired at GSM since I am in urgent need of the device. "No sir, we have policies to follow. You can only take it to a Vodacom Repair Centre or iStore". I requested a recording of the call where I agreed to these terms to which they rep**** that would also take 5-14 working days...

I know I am a small business and not of big value to Vodacom, but I know about another customer who experienced the same thing yesterday and in the end paid cash to get the repair done.

Dear Vodacom - if you want to service a customer with insurance, do it properly and take care of the customer's needs. Poor service now might not have big impact now, but eventually, it will hurt you.