Bad service from Cell insurance claims

I lost my phone and claimed for insurance last week Tuesday, I was given a [Ticket ID: 489503] Ticket ID: 281405. When I app**** for insurance I was never told that I will need to pay for excess, it is not even on the contract I was given but when I started with the claims I was told to pay an excess fee of R644. 20 before my claim can be processed. I was not happy with that and I am still not happy however I paid because I desperately need a phone. It was the only phone I had and now I am sitting without a phone. After making the payment I did as I was advised and sent them the proof of payment so that they can process my claim. When I call to check if they received the document I sent then I was advised that they do not have my phone in stock and that I had an option to choose between 2 phones that I do not like and I let them know how I felt. They told me I only had those two options or else I can't get a phone. I had to choose between a huawei p smart and a huawei P30 lite. I don't like them both but because I desperately need a phone I asked that they can give me a P Smart preferably in blush gold. Now I am being told that I can't even choose the colour of the phone while I have been compromising so much. My order is still not processed and I am very disappointed and unhappy with the service I have been receiving from cell C insurance claims. I spoke to different consultants every time I called and they are all singing the same songs including the people who have been sending emails. I feel like cell C is my client and I need to meet their expectations, they want to be serviced by me when I should be the one making demands because I have paying without having no defaults. I have been patient and now I really ran out of patience, I am really unhappy with the service I have been receiving. I feel like I have been de*****ed.