Cell C insurance claim

I had taken out a contract with Cell C in September 2015. In September 2017 I unfortunately cracked the screen of my phone when it fell out of my hand. A few days later I went to the Cell C canal walk store so I could get the necessary paper work . Once I had filled in the paper work I returned with the phone a few days later so it could be sent away for an assessment to the repair centre. Once the assessment was done the quote was to be sent to C surance for approval. This however was not approved due to the fact that I had supposedly not been using the phone .. I was shocked and confused as I had been using the phone this whole time. After doing my own investigating I discovered the following. I had claimed previously for a lost phone to be specific in 2016. The claim went through smoothly and I received a brand new phone. What happened was that through the insurances own neglect , they did not update the system with the new information of the phone I had received. This being the new the imei number etc. I then went to the Cell C store to bring the matter to the their attention. They called the call centre who was suppose to get back to me but never did. That same day the manager told me, that because this was the insurance’s fault and if I would bring him the paper as proof of my previous claim he would personally escalate the matter and take it up with C surance. This was never done and I have heard nothing from the insurance or the manager of the canal walk branch. I am absolutely disappointed and can't believe that since September nothing has been done.

Out of desperation for a phone, I had to fix my phone and bought a new one.

Cell C had the audacity to bill me R160 this month November for something am not aware of and they are still investigating.......