Cell C and their Insurance suck

I took out insurance on my handset when I got the contract.Took it in for repairs in June already and still it is still with the Underwriters.Called them today and they want me to pay for the repairs while claim is still with underwritters.Are they for real?When I took out the insurance for the sole purpose pof them fixing it for me.Ive asked them for them to escalate this to a manager and was told no manager on duty?When I asked them can they not call the Underwriters?Answer is no-we can just send them an email.When they could clearly see that all the previous emails were still unanswered. And in the meantime I am still paying my contract as well as insurance............ I sure wont renew my contract with them