Cell C and C insurance

I've been a customer of cell c since my high school days. I'm so disappointed on how my current matter with c insurance is being handled. I'm in the process to get my phone fixed via the insurance that I am claiming against. I'm phoneless at the moment and I'm told to wait a further 7-14 days while they reassess my claim due to me not having the IMEI number that's on the box/packaging of the phone which I bought on contract over a year ago. If cell c can't help me sort out this, I'm more than happy to terminate my relationship with cell c. This situation has made me lose any confidence I had in the cell c brand. This in turn makes me want to stop referring family and friends to cell c and their products. I've made numerous calls to get the excess amount that I need to pay but can't get it because of the IMEI number not being available to me.