Cell C insurance claim for a lost phone.

i ahve been dealing with an insurance claim, from October last year. for a lost phone. they take weeks to reply sometimes, keep asking for the same documents time and time again, over 40 emails, often discussing same issues. been issued at least 5 ticket numbers, this week they asked again for my id, but it on every document i sent. they sent me to a local branch, branch sent me back to phone. there is no face to face person, and no tel number. its all e mail. they ask for ticket number, but it on every mail. Then they will suddenly ask for another doc, not previously mentioned, why. why not give a full list of requirements. it feels like they are playing Stalingrad tricks. over 40 e mails from October to now. come on, wake up cell c.