cell c insurance claim

I am a contract hold with cell c and I took insurance with cell c insurance and now I submitted a claim to the insurance on the 20 August 2019 after I had lost my device and till to date every time I phone them I'm told that my claim is with management and they don't make any followup with me whatsoever but when it is time to debit my account they are so quick to debit including the insurance money, so I will advise that whenever you decide to insure you device please do not choose them as instead go for an alternative insurer.