cell c insurance

i have put in a claim with the cell c insurance for my lost cellphone on the 20th of October 2021. i have not received any correspondence . today i decided to call them to check the status on my claim ,A lady by the name of Zanele told me that my claim is pending due to the outstanding case number ,when recall i did include the case number on the documents . if i had not called in today i would have not known the status on the claim . their level of communication is so bad i would not advice anyone to take out insurance with the them . its like a fly by night call center