C Sure - poor excuse for Insurance and bad reflection on Cell C!

My son took out a new Phone contract on my Cell C contract for an I Phone 6S and the Consultant at the Table Bay Mall Store recommended Cell C`s insurance, C SURE, which my son then signed for. Sadly the phone was ****** off of him on 12th . We went to the Table Bay Mall store on the Sunday morning where they registered the Claim , gave us Form to complete and advises that the theft must be reported at the closest Police Station to where the phone was ******, which was Stellenbosch. My son drove out to Stellenbosch and reported the theft, obtaining a Case number which we included on the Claim Form. The completed Form, with all information which we had been told to provide was then e mailed through to C SURE (with the promise of a response within 24 hours) Since then and it is now 11 days since the Claim was e mailed through and i have not ONCE had any contact from C Sure - each time i phone the call centre people complain about how busy they are and are clearly totally disinterested in being of any help at all. We were first told to get another Affidavit of what happened signed by the SAP (having already reported it at the SAPS, given a statement and received a Case number!) and send another copy of the ID. The call centre person, a Nozi said they would ask the Store (at Table Bay) to send a copy of the contract we signed - this was now on the 23rd May! Surely C Sure, a company supposedly belonging to CELL C would know that the Stores dont hold the Contracts but send them through to Head Office. Nozi would not do any follow up for me so i called back today where a William told me the same story about the Store needing ton get the Contract to them and would i not ask Cell C to send them the Contract!!? I am freaked out at this lack of service! Surely, if these things like an extra copy of ID, Affidavit (2nd trip to SAP) and needing the phone contract are needed they should tell you that upfront!! Bottom line i am highly peeved and still have no resolution!