Vodacom Shop The Promenade - Insurance Claim

Vodacom Shop The Promenade The store has been giving me the run around with my insurance claim. I am always assisted by the consultant named Ayesha. I went in on Monday 06 May 24 to process a ****** phone claim and the claim was approved . I was told by Ayesha that my excess would be R860 and she had the phone ready ( A35). I called Ayesha Wednesday 08 May 24 to inform her I was waiting for funds and that I would be there Friday/Saturday for the latest. She assured me that everything was ready and I just needed to come in , sign and make payment. Saturday 11 May 24 , I returned to the store ready to collect and was giving ample excuses while waiting. First the claim was giving issues on the system which could apparently be avoided if I chose another phone , not within the range I selected and was covered for . The other was now that the phone I did want wasn't showing up on the system to generate paperwork when I was told 3 days ago , all of this was sorted. On top of it now changing excess fee to R1036.00. We listened to her speak to Vodacom insurance explaining it had to be escalated which I understood. The understanding was she Ayesha would be in on Monday 13 May 24 but she's not and the store is refusing to assist until she returns. How is a store not able to assist ? How is there no handover ? How is her manager not aware of what goes on in his store? The stores efficiency is ridiculously poor. The staff work at an extremely slow pace and customers are left waiting for hours for assistance. An insurance claim in any other store I've been in took less that 24 hours to process everything. I cannot understand how my claim is being delayed like this. And the issue of my excess fee now changing affects my pocket.