WHY CAN’T VODACOM INSURANCE CALL ME BACK???

My claim was denied & the store agent called the insurance department & was unhappy with the reasons he was given. I asked to hand over the phone & I spoke with the call centre agent, I was also unhappy with jer inability to clearly answer my questions. When I asked to speak to tje supervisor or manager, I was told they were mot available but would call me back before end of business but no one did. I called again the next morning $ was told they were at a meeting & would call me back before end of business however no call was returned. I’ve been with Vodacom for 26 years and been using their insurance for 8 years only claimed once. This is the service I get for being a loyal customer????