BAD service from Cell C the Village store

I have a contract with Cell c for over six months and with insurance also. three weeks ago I had to take in my cellphone for repairs because the screen cracked, I went to my branch at the Cell C the Village in Hartbee****rt, I gave them my ID and filled in the claim form. I got an sms a week later saying I need to either accept or reject the quotation for my cellphone. I called Cell C repairs for clarity of the sms and they said I need to pay R1250.00, I asked how come because I have insurance It is included with my contract premium I pay every month and they said I have to have a ticket number, I went back to the Cell C the Village and I couldn't get it, they couldn't even get my ticket number and they said they will call me back even today 25/03/2019 I haven't received my ticket number nor do not know what is happening with my cell phone at Cell C repairs. I am extremely unhappy with the Cell C the Village store for a bad service they have, just because my query its not sales related they cannot assist me. Its been three weeks without my phone and I cannot do anything with the phone I am using currently.