Zero service for claims

My Iphone 7 was ****** on on 21st January 2019 and a claim submitted to Vodacom on 25th January 2019. Approval for a phone replacement was received telephonically on 31/01/2019 (Ref 16175), but no further action was forthcoming. I cannot contact anyone to get the replacement phone. The Insurance call centre provides promotional material and music for twenty minutes before being cut off. Vodacom customer care received the same response and they suggested I email ********** I re submitted the claim forms on 4th February 2019 to the provided email address. Again, no response. This insurance service could not be worse.