Cell C device insurance of no help

I took out cell c device insurance earlier this year now that I have to claim the consultants are of no help. I submitted my claim but now they say they haven't received any claim. Claim was submitted via Paarl branch and I do have evidence. The insurance said the will get back to the shop after listening to the recording still no response. Today I call the insurance twice and they drop the phone in my ear both times. I pay my insurance each month and this is the service I get. Its very poor and unacceptable service. I submitted the claim 17 July and not once did the insurance tried to contact me.