Vodacom so called insurance

I am beyond angry. 4 weeks ago we took my daughter's phone into Vincent Park Vodacom for repairs under insurance which we have been paying to Vodacom for about 20 months! We have followed up with the branch by phone and going into the shop. Last week we phoned Vodacom themselves and it wasn't even logged on their system. Today after phoning the shop, still not looked at, my fiance tried to phone the insurance dept. Was on the phone holding on for 20 minutes so hung up. I later, phoned Vodacom. Spoke to an awesome guy who said it was logged, and is with insurance. After explaining the above, he gave me insurance's number and the ops managers number. After hanging on for 10 minutes to insurance I too hung up. So I phone the ops manager. The call gets answered. I ask for the lady and get asked in connection with? I said a complaint. Which insurance I'm asked. I say Vodacom and she puts me back through to Vodacom themselves. Anyone with suggestion? Or know someone who knows someone who knows someone please?