Csurance faulty phone claim.

On the 28th April I lost my phone, I then sent a claim to Csurance for my device loss, my claim was approved and then recieved my new device on the 20 July 2018, open my new device on the 1st of August 2018, to my dimise the device doesn't work, took it to cell-c , it was booked in for repairs , followed up with Csurance with regards to progress of the repairs the consultant that was helping me her name is Phumzile who was clueless, cell -c repairs reported that the device was physically damaged, which came as a surprise that the device was taken out of the box and it was charged , how could it be physically damaged, the damage mentioned would be the LED screen that it was broken, how could this be as it was only charged and that is all the device did not even show a sign of charging. The correspondence I had with Csurance today was nothing but disappointing and shocking with the lack of assistance and lack of cooperation I had from their staff mainly the consultant I was dealing with her name (Phumzile), with that being done they will lodge an investigation on the physically damaged phone they sent me, for my claim , now I have to wait another 3 months like before to get another device. Am highly disappointed by their service well lack of and highly annoyed by their lack of communication and cooperation. I have emails of corresponce with them and telephone logs . Csurance telephone calls are recorded and would like to retrieve all our conversations as proof.

Your assistance would be appreciated with regards to this matter.