Vodacom insurance - the absolute pits of dispair

To cut a long story very short, Vodacom insurance rejected my claim because of an error THEY made. Now that we've escalated the process and I have asked for them to refer back to recordings, they're stalling. I have now been without a phone for over 2 weeks and get nothing but excuses and empty promises from Vodacom and their insurance underwriters (I was meant to receive an update yesterday to no avail. I just got off the phone with them after needing to follow up AGAIN). I can go into detail on this issue, but as it stands we are escalating the escalation, and should that not work we need to escalate the escalated escalation in order to review the case (confused? So am I). All of these escalations take a week plus. In all this time, I am without a phone or any hint of a way forward. The entire thing is absurd and I after over 12 years with vodacom, this my be the final straw for me