cell phone insurance

Good day<br> <br> In December my phone was ****** in my car then i claimed from my insurance since i have a contract with cell c and am insured with c insurance,i was told i will get a response within 2 weeks after 2 weeks i did not receive any response,i called them i was told i must wait for until Thursday the 7th of January to get my feedback on my claim,when i called i was my case has been sent to the underwriters i must another week,every week when i call am being told the person who deals with my claim is not around she is on leave,i fail to understand a big company like cell c have one person to deal my case.my worry is that we heading to month end and they are going to debt for a phone that i dnt even have.i just want a way forward.<br>