Blacklisting on my phone via cell c network

My phone got ****** about a month ago. I then went to the store of whereby I purchased the phone at Mr price longbeach in order to block it and to find out which steps to follow for insurance purposes. I was told to go to cell c as I was using there network in order to block the phone..I then went to the cell c store in longbeach explaining what happened and gave all the details as well as doing a simswop the same day as I was using another phone.. also filling in the blacklisting papers.. 2weeks after that I called into cellc as I did not get any feedback yet.. they told me thn to go back to the cellc store to check as the IME wasn't corresponding to the cellphone number.. going up and down trying to do the blacklisting on my phone for the insurance purpuse I am stil unable to get a block number as I was told the phone numbers are not corresponding and tht there are 2 cases pending but stil no reasons as to y the process is taking so long.Numerous times of calling cellc I was told the managers would call back and stil nothing ... it's been a month and sunday is the last day for me to claim from insurance. This is so unacceptable.