Bad service received from cell c device insurance

I had a very bad experience with the cell c device insurance. My claim was made on the 30th January 2020. The service received was extremely bad I have to constantly call for updates and the agents are rude and not helpful. I was informed that a replacement device was ordered on the 18th February 2020 and delivery to my selected store would take up to 7 working days.Agents by the name of Lehlohonolo and Lindiwe refused to transfer my call to their team leader and hung up on me on both occasions. I requested telephone recordings of the conversations to lay a formal complaint and still haven't received any feedback. The 7 days waiting period has passed and I still have NO device.