Cell not doing the work properly

Good day. I will never take out an Cellc Insurance Again. I Am waiting 2 months already for my phone to get sorted out. It got water damaged, i filled in an claim form, i went down to Cellc retail outlet and was told to keep the phone with me intil i have heard of the claim so i waited 1 month for the claim to be approved and did not get approved because according to the insurance i was supposed to book in my phone and according to cell c i had to wait for the insurance. Long story short after another few days after my phone was booked ini recieved the quatation and paid the acess fee. After that I recieved an sms that my Phone was beyond repair. I Phoned them and was told by a agent that i need to pay in more axcess fees ( note that my Phone was only insured for the amount of R5000) and the acess fee on R5000 is R200. I told the agent that this is a damaged phone so why must i pay more fees and was told that is was now marked lost and ******. How on earth can they marked it lost an ****** if they are in possesion of my phone. I have send many emails to Cellc and dont get any replies. I just want my a Phone. What is so diffucult. Thank you so please becarefull when you take out an insurance from Cellc