Cell C/ Csurance delays

I took out my 2nd contract with cell c + the insurance around May 2018. phone type Huawei P20 Lite, unfortunately on the 1st of August 2018 my phone slipped and broke the screen, I went to The Glen mall to book it in for repairs with Monica who was very helpful, I kept on following up with call center, my phone is now apparently with underwriting of which when they sold out out an insurance to me no one mentioned anything about the underwriting. I have been following up for 2 weeks now the call center cannot be able to advise regarding the turn around time, which really puzzles me what kind of a business that does not have a TAT in place. I am sitting without a phone , I have not skipped my insurance premiums however cell c is taking me from pillar to post. please csurance I need a feedback ASAP. and please in future when selling out insurance to client advise them of such hindrance.