*********** service provider with their insurance department

I have a contract with cell c with an insurance ,on the 11th of June I took my phone to cell c in birch acres mall because it had cracked screen,after a week I called for feedback I was told that they cancelled the job because they don't pick up the Imei number due to the fact that it was outsourced they didn't have stock had to provide a box with the Imei number .on the 1st of July spoke to 3 customer care agents telling me different story like no one knows where my phone is,I'm so disappointed with your service to such a point that I'm not upgrading with you anymore since I'm due for an upgrade ,I'm currently using a phone that has to be in a charger every time once I remove it then it becomes off while I've been paying insurance for 22 months.please I want my phone or proper feedback I'm not coping without a proper phone,waited 2 weeks already and it seems like I'm going to wait again.