Cell C C-Surance service failure

C-Surance by Cell C (administered by Hollard) is completely and utterly hopeless! I purchased a Samsung Galaxy J4 last year, and struggled from the onset to get it insured online. The call centre was ridiculously inefficient and simply could not get my phone insured. Eventually, I went to a Cell C branch, where I was finally helped by a lady (I'll keep her anonymous, as she was very helpful), who was able to get my phone insured. I opted for the all risk cover (R2,501 to R5,000) as well as the Excess Buy-Down option. Unfortunately, my phone was damaged recently, resulting in a cracked screen, so I took it to the same Cell C branch, and was luckily assisted by the same helpful lady. She submitted the claim accordingly. Two weeks later, I followed up with the C-Surance call centre, who could not find my claim. I went back to the Cell C branch, and the lady had to re-submit my claim. Another two weeks later, and having followed up, she was advised by C-Surance that they will not honor my claim as the insurance was cancelled?? I've never ever cancelled my insurance, and am still being billed every month for this cover! Also, on the screen-print they sent me, the only component that was cancelled was the Excess Buy-Down option (which I also did NOT cancel). The insurance cover itself showed as still active!!!

I demand the following answers: - Why are there so many issues surrounding the insurance cover on my phone? - Who requested cancellation of my Excess Buy-Down cover (I want proof of this!) - Seeing as how my All-Risk Cover is still in force, why is C-Surance not covering this? - Why is it that nobody from C-Surance contacts me ever??

I further demand that the following is done: - My phone is covered by C-Surance for the repair as per my insurance contract - Upon failure to produce proof that I cancelled the Excess Buy-Down option, this benefit must be reinstated and cover me for this event - My repaired/replaced phone is issued to me within 2 weeks

Thank you.