Cell c Insurance claim

Cell is the worst they don't treat customer fairly. I lost my phone, and I claimed it had insurance and the claim was approved, I paid the access fee that was requested but to get a phone it's a mission now. it's been almost a month calling and going to the branch but no assistance I called their insurance when I ask questions, they put me on hold for too until I drop the call. tried to call in again last week the consultant refused to give me their names and asked for a manager was told she not available, had to cancel my trip because I can't travel without a phone, I ask them to give any phone of the same value still they refuse I don't how am I supposed to do my this without a phone for this long. cell is the worst. 3 weeks and still no phone