Cell C Repairs and Device Insurance

Cell C repairs and device insurance department have had my phone for 3 months for a cracked screen. To date, I have received no quote despite asking multiple times. I have also been asked to write a letter of motivation stating why the claim forms are over 30 days late, when I was only sent the claim form more than 30 days after the incident and only after I let the repairs department know I have had no feedback. I have also been asked if I have blacklisted the phone, to which I had to reply, the phone has not been lost or ****** but is in their repairs department. Nevertheless I did write a motivational letter in attempt to get the matter sorted, to which I received a mail back to say the letter must be a "pen and paper motivational letter". Please may Cell C clarify what a pen and paper motivational letter is? Are they just trying to make it difficult and impossible to resolve this situation.