Cell C and C surance

I am really disappointed with the service from Cell C and their insurance. Last month i lost my phone and made a claim with their insurance company. I paid the excess fee and all. I have been calling the insurance company and i am still waiting for my phone. On Wednesday the cell c store called me to collect my phone from C surance when i got there they sent me a wrong phone which was not on my option list. I called the insurance company and was put on hold for an hour. I told the lady about my problem she said i must take the phone back to the store there is nothing she could do as she was knocking off. The next day i called again i was told that they will collect the phone from the store immediately. So this morning i called to get an update on my phone and about the collection of the wrong phone, the consultant said she cannot help me with anything who requested the collection i must find the name of the person i was talking to and she hung up. Now here i am without a phone yet am still paying my monthly premium,