CSurance shocking service

Once again, Cell C has managed to give me the worst service. My screen is cracked and it need to be fixed or replaced. Sequence of events below: - 24/10/18 -Called insurance to inquire about a loan phone, this was guaranteed to me by the person who took my call - 24/10/18 - Took phone in at Cell C Mall of Africa. Staff were rude and one was barefoot. Was assisted 2 hours later. I was not given a loan phone - 31/10/18 - Called to check on my claim. Was told to go an Apple store to deactivate 'Find My iPhione' 01/11/2018 - Was told it will cost over R8500 to fix my phone. inquired about insurance and was told I dont have a claim. Called the call center again and was told my forms are incorrect 02/11/2018 - Went to Cell C Southgate where Vanessa helped me fill in forms 05/07/2018- My forms are rejected and I'm told the insured phone isnt the one i took in for repairs

I have never updated my insurance details to include the Samsung. the only insured devise is the Apple iPhone 7 which i need replaced as a matter of urgency

Please can someone knowledgeable contact me to resolve! I dont see why there should be this many issues for a service that I Pay for