Claim not sent to csurance

On Thursday the 5th of March I took my phone in to cell c for screen damage repairs, I filled in a claim form and submitted my ID. I was told that the paper work would be emailed to c-surance. On Tuesday I got a call saying with the quote for the phone. When I called the csurance to check if they had received the claim they said it wasn't received, went back to the store to ask them to resend and call csurance to confirm receipt, this was not done. I went back to the store another time, still wasn't done. Until I went back again and was told that the form was lost and had to fill in a new one. Now when did the realise that the form was lost? I even called the store asking them to check my form, I was told they would get back to me, which they didn't. <br> This is true incompetency, shouldn't there be a process for keeping claims and submitting them to the insurance especially since its csurance?