Cell C Insurance Claims shocking!!!!

Cell C Insurance claims are the worst claims department I have ever dealt with in my entire life. Right from trying to blacklist my phone on the night of the theft on the 20th November until today. And they still haven't sorted my claim out. I have come up against so many brick walls with them. They have everything they need except a copy of the affidavit from the police station to process the claim. Everytime I go into SAPS they are closed because of Covid cases and being a diabetic I am very loathe to even enter a police station. Then the claims department told me today that my claim will remain pending until I get a copy of the affidavit and if I'm not in time my claim will expire. She told me I can speak to management or even the Ombudsman and the claim will remain pending. I have been a Cell C customer for almost 3 years...I am paying my contract and the insurance even though I don't have the phone anymore. Don't know where to turn anymore.