Vodaworld repairs and insurance is holding my device hostage

I have been a Vodacom customer for many years and have been paying insurance on my iPhone 12 Pro. I decided to take my phone in to Vodaworld for repairs on 3 January to have my internal speaker fixed. The process was smooth: the repair centre wiped my information and issued me with a loan phone while my device was being repaired.

I was informed that my phone would be ready by 6 January. To my surprise, when I followed up on 13, 14 and 15 January, and a few agents from the repair centre advised that there had been no update because I allegedly do not have insurance.

This is confusing and unacceptable. How is it possible that I do not have insurance when I am in possession of a Vodacom loan phone, and I receive monthly invoices clearly stating that I have comprehensive insurance? No one bothered to inform me of any issue if I had not made the call.

I then contacted Vodacom Insurance directly, and they confirmed that I do have insurance and that it is fully up to date.

To date, I still have no update from Vodacom explaining why my device is being held hostage. Job number: ***4.

I want my phone back. If Vodacom Repairs claims that I do not have insurance, then why was I issued with a loan phone in the first place? Insurance has confirmed that I am covered. I do not like the loan phone I am currently using. I want my phone returned immediately.