A month to submit a cellphone insurance claim

I have been trying to make a claim for a lost cellphone since 6 March and till today 19 March I have been given the run around at the call center. I have had the insurance since 2014 and Payments have never been missed and when it comes to claiming thry seem to not see my mobile yet i have prove of policy and deductions from my account every month. I am very dissapointed with Cell C and even their call center agents are not knowledgeable and seem to be scared or refuse to get a senior person on th line to assist. Last straw is that they say the line may cut and then conveniently drop the phone once you ask them something they do not have the answer to. I have been assisted by ladies named Phenyo, Judy and Ntsepo and still no breakthrough.