Vodacom Insurance Shocking

So my daughter's phone was sent back to Vodacare Repairs Cresta. I was never notified by sms that it was there, I had to call them on Thursday the 11th of JULY, to be told that yes it is there. They do not know why I was not notified!!! Vodacom Insurance did call me the week before and explained I could either have a refurbished phone or get a new phone to the value of R7500 with a higher excess, which is what I opted for. On Friday the 12th of JULY I went in to get a new phone BUT there was no quotation from Vodacom Insurance and Vodacare called Vodacom Insurance to find out that the phone lines were not working, so they emailed Vodacom Insurance and I sat there for 45 minutes waiting for someone to respond so I could get my daughter a new phone. Needless to say no-one rep**** and I had to leave my daughters old phone there with all my documentation and go with No New Phone.... I seriously cannot believe being insured directly with Vodacom is such a nightmare.... I have heard from No-One again and my daughters phone is not back with her. It is Now the 14th of July - first handed in on the 6th of June. This service is totally unacceptable and I am really Not Impressed At All. Will never insure a phone with Vodacom directly again. I want a New Phone for my daughter, this has been Long Enough Now!!