What’s the use of taking up insurance if we get ghosted by your consultants?

My ref number is ***1 and have an Insurance claim. Three years ago I bought a laptop on contract with Vodacom for use by my daughter at school. At the time I was advised to take up insurance as that would help me should anything go wrong with the device. Since just the cost of the installments for the device (excluding other frills) amounted to over R15k I thought it wise to take up insurance, which I did and have been religiously paying approximately R 190.00 per month for the 36 months and are still continuing to do so. Around Nov / Dec 2024 just before the school closed, daughter said laptop was giving her problems with charging. At the time we thought it was the charger and resolved to fix it when school reopened in 2025. As I thought I was just the charging cable which was giving problems. When school reopened laptop would not charge and I called Vodacom to check if I can now use the insurance to get laptop fixed. After explaining the issue the consultant indicated that since I have comprehensive insurance I can book the device in for repairs. I took the laptop to Vodaworld on 8/2/25 and process involved completing an insurance claim form. On 14/2/25 I received an email from one Angelique Kriel provide me with a quotation from a service provider saying I must elect whether I am happy to pay what’s on the invoice. I told her that this is an insurance claim and asked what I must interpret that to mean. She informed one Aletta Livhusha copied on email to look into the matter as it is an insurance claim…really? Just now 17/2/25 Aletta says there is no insurance on my mobile number. Just gave her the number for the device. Is this the price one pays for taking up insurance. Is this a precursor to them saying my device is not covered?