Csurance still bad service

I handed my phone in for repairs on 05/10/2018 for repair. The Cell c shop assistant marked the repair to be without insurance - which it had. Three weeks later I had no response. I called Cell C, who directed me to Csurance. They mentioned that they salvaged the phone on 23/10/2018 - eight days earlier (and 18 days after handing it in) but have not repaired it as I had to pay an excess amount. WHY DO I HAVE TO CALL THEM TO FIND THIS OUT! CAN THEY NOT JUST INFORM ME OF THIS VIA TEXT THAT I SHOULD PAY THE AMOUNT. The manager I spoke to was Lindi Sebueng. She assured me that once I pay the excess and send them the POP that the phone will be repaired within 5-7 days. I payed the fee on 08/11/2018. THAT IS 14 DAYS AGO.

EITHER I HAVE A NEW PHONE OR A REPAIRED PHONE BY NOON 23/11/2018 OR I WILL TAKE THIS MATTER TO THE OMBUDSMAN FOR SHORT TERM INSURANCE.

I SUGGEST THEY CALL ME BACK ASAP.

********** Ticket number: 500389