VODACOM Unresolved insurance claim

My wife returned a damaged phone to Vodacom Irene in early November 2024. On 7 November 2024, she received a quote for the repair and was told that it wouldn't be covered under the warranty. She enquired from the insurance and was then reverted to the repair centre. To date, neither the repair centre nor the insurance has been able to finalize the claim. Instead, she is being sent back and forth by both departments without any positive outcome. The repair centre responds that the insurance must finalize the claim, and in the meanwhile the insurance sings a different tune, saying that the repair centre must finalize the matter. In the meantime my wife is sitting without a phone and no clarity as to when the matter will be finalized. This all happens whilst the departments were bickering around whose responsibility it is.

What is worse about this situation is that a large company like Vodacom does not have the necessary processes and procedures in place to streamline such tasks and that the client is inconvenienced in the process.