3-week struggle to book handset in for repairs

I have been struggling to book my cell-phone in for repairs but the Cell C store is unable to pick up the IMEI number on their systems. The store logged the query over and over and I'm told that it will take 48 hours to solve but after 3 weeks, I was told to go to Game stores where I did the upgrade but Cell c is no longer affiliated with Game. The cell phone is insured through c-surance but Cell c is unable to help me. I am extremely frustrated as I bought another Cell c phone as I need to be mobile but the functions of the phone is also frustrating. I pay the insurance every month and never claimed so why can I not get the service I pay for?