complain for device insurance

Hello

I would like to complain about C Surrance I have put up a claim for a lost cellphone which even now there is no answer whenever I call the call center they tel me that my document are sent to the cell c shop in hillcrest where I took the insurance which I have never been to hillcrest I don't even know where hillcrest is and the always say the relevant department is busy with the matter but I have never heard of a relevant department in my entire life, I am tired of being taken to pillar to post I want this matter resolved cause when the debit me they don't request permission from that relevant department the ticket number I was given is this one