5 Months Cellphone Claim Still Not Processed

I had made a contract upgrade from Cell C in June 2017, and took insurance for the new device. The device got lost due to pick pocketing, and I reported it to Cell C Umlazi and CSurance. Made an affidavit with the police as I had been requested to, also submitted every documentation required. After all that had been done, they told me to wait for 48 hours for the claim to be processed. They kept on telling me to wait for 48 hours 6 time. 48 hours after 48 hours. When I call Cell C Umlazi, and ask for assistance on the matter, they keep on telling me everything has been processed I just have to wait. After waiting for days and weeks on weeks, I found out nothing had been done. Cell C Umlazi points me to CSurance, and Csurance tells me to go back to Cell C. Until today, 12/12/17 they've been sending back and forth. I have received a number of different ticket numbers, the last one I received last week is 542052. For five months they have been debiting insurance money from my account, but I'm not receiving any service from the insurance company.

I would glady appreciate your assistance on this matter, as I have been cooperating with them for so long but I see no results.

Thank you.