CSurance doesn't want to pay for my phone's repair

I had app**** for insurance at CSurance (CellC insurance) right after getting my phone on contract from CellC. Months later, it fell, hit face first on the ground and its screen cracked. I took it to CellC on the same day, and they sent it to Finrite Cellular Repair centre. On the day, they told me I should expect it back within 21 days because i had it insured by CSurance. As soon as CSurance received the first claim form, they ignored it untill I sent 4 claim forms, thats when they rep**** to claim that they cannot pay for it to be repaired because i hadn't payed and they've deactivated my account, whereas i had payed all their money. Three months have passed now, still I don't have my cellphone back. I've been calling at CSurance, different consultants tell me different stories, they keep on telling me to wait one week for certain calls, calls that I never get. Now they are demanding bank statements from me to prove that the company has been deducting monies from my bank account. Their service is very poor, I've been waiting for months for them to repair my phone, still I don't have it back. The CellC insurance company, CSurance doesn't want to pay for my phone to get repaired.