Vodacom poor service and lack of communication

I am highly disappointed with Vodacom repairs in Alberton new market mall and the Vodacom insurance. I signed up for insurance when i got my phone two years back and i have been paying on time with no missed payment as it is on debit order. I went to Alberton new market repairs to book my phone for screen repairs two weeks backs. First they tell me Vodacom changed insurance company which i was not notified before but its ok cause i took my insurance with Vodacom and paying Vodacom not the insurance company. They informed me that the new insurance company is not working as well and my phone may take longer ,as the company do ignore their calls and not quick to respond, i agreed on booking my phone and will take long. After two weeks they call me to inform me the access on the phone is R900 which is double the access on my insurance contract that i signed with them which is R450. I called and asked them to explain why the price is double, they tell me to deal with the insurance, i asked him how can i deal with the insurance if my contract is between me and Vodacom and i don't even know what insurance to deal with me, he said i must hold he wants to ask the manager, i was on hold for so long i ran out of airtime ignoring me while i can hear the ladies at the shop in the background laughing and saying they cant do anything for me. i listened to them helping other customers in the shop while im on hold. 3 days late no one is answering the calls in the shop and no one has ever got back to me since they put me on hold. How does Vodacom train their consultants on working with customers? Secondly if the new insurance that Vodacom changed to is ignoring their own people how m i suppose to resolve the issue? Why was i not informed if the new insurance were going to make changes that will affect me as the customer while claiming. You are all happy to debit money every month for the insurance and always excuses when its time to claim. If the screen is 1400 and I'm suppose to pay R900 that's more than 50 percent on the repairs and your contract clearly state that on repairs excess is R450 and only 15% of the value if the phone is lost.