Bad customer service from CellC insurance company

I have never had a problem with CellC till now. I have a contract phone with CellC and last month i reposted that i lost my phone, bare in mind that i have been paying for the phone for a while and it also been insured as well... But now when i claim that i lost my phone they wanted an affidavit with i provided and i get a reply that tge stamp is not visible. Then they want a cellc statement which clearly they can get on their own by accessing those statements, but nobe the less i still provide the statement. Then i called for a follow up i then receive the news that i should provide them with the reference number. But i used my other phone to send them the email. So am getting no help from them if i don't do a follow up they don't do a follow up with me.