Csurance Claim

My phone was damaged and sent to Cell C for repairs. There was no communication in regards to the progress. I only received sms to go and collect my phone from store. was only told upon collection that my phone was irrepairable. I had to send all paperwork to the insurance and was told to return the phone to any store to be couriered back to them before they can dispatch a new phone. I called the call centre and was told a new phone will be dispatched upon confirmation that it was on their way back. I gave the agent the Waybill number and she checked and told me that my claim has been processed and approved. They promised to send the phone. after not receiving any communication I called them on the 3rd of August and was told the phone was dispatched on the 31st of July and would take 5 - 8 working days to reach me. I waited and on the 13th of August after receiving no communication I called the call centre. I have been told 3 things today. 1. they were waiting for paperwork from cell c and will dispatch today. they then called me and told me I havenot paid excess and nobody told me about any excess on my prior contact with them. I am without a phone all because of inc