vodacom is not attending to my claims

I've tried different ways of getting through to vodacom or their insurance company but all attempts were in vain. I have claimed for a phone that got lost and i have sent all the necessary documents to Finrite but still i'm being ignored. After being called and told my claim has been authorized i can go and pick it up in Giyani and the vodashop saying they didn't get any communication from vodacom, ive tried again to contact vodacom and finrite but they're both unreachable. The agents only take down ones details,promise to call back but they never do. I went back to the vodashop on saturday hoping they might have fixed m problem and found that there were also two other customers complaining about insurance being quiet on them. Its been over a month that this is happening and Vodacom and Finrite are not communicating at all,which is unfair because one actually pays for their services and have been a loyal customer for the longest that i know to come and be treated like this.