Cell C insurance has refused to replace my phone

I have cell phone contract with Cell C (Samsung S4 mini) and I pay R263.99 p/m with monthly insurance of R199. In January 17th 2015 I went to Cell store to make cell phone insurance claim and Cell C responded to my claim in March 10th 2015 confirming that my claim has been approved and I was asked to pay an excess fee of R350 for my claim to be processed for which I did. A month later in April, for which I don't have exact date as this was though telephonic call, Cell C inform me that my phone is ready for delivery and I asked them to deliver it to Cell C store in Gateway Mall, Durban. When I went to Cell C store in Gateway they told me that they haven't received any phone for insurance claim. When I contacted Cell C they confirmed that the phone was delivered to Cell C store Gateway mall. It then later emerged that the phone was received and signed at Cell Store Gateway mall by the person whom the Cell C store in Gateway say doesn't exist in their store. I asked Cell to replace my phone and they can sort out the issue with Cell C store in Gateway and Cell has to this day refused to replace me my phone. 8months later Cell C have not bothered to resolve my issue.