Cellphone claim

I called c-surance more than a month ago to submit a claim for my lost phone. I was given the banking details to pay an access fee of R491 which was paid on the 28/05/2015. I called 2 days after and was advised that the payment was recieved, but a case number was missing in my affidavit. On the 2/06/2015 i went to the bellville police station were i was given the case number, i called the same day to provide the case number. i spoke to one of the agents who couldnt confirm the device i was to due to recieve, agent had to call me back later that night and advised me that i'm qualifying for S4mini. I was fine with the device and requested her to process that claim. following day on the i call c-surance again to find out if there was no other device other than the S4 mini i could get, agent confirmed that was the only device. He also confirmed that he had submitted the claim, to my suprise the agent i spoke to initially also confirmed that she has submitted the claim. On the 17/06 i recieved an email from Hlengiwe Jiyane telling me about a case number that is needed to process the claim and did not even bother to respond to my last email. Why have i not recieved my cellphone as yet?