Insurance claim

my phone got cracked on the 31st December 2019 and I took it in for repairs on the 07th January 2019 at Cell C Ndofaya mall as it is insured. I was assisted by Siyanda who didn't fill in my forms properly for the insurance claim and did continue communicate with me regarding my claim. I myself ended up requesting Njabulo to assist me with my claim. He has been helpful but now the problem started when my phone was mistakenly reported as beyond repairs and was taken to salvage. I WAS TOLD BY EMAIL THAT I WILL RECIEVE A NEW DEVICE. Waited for more than 7days for device and I received nothing only to be told my claim has been investigated. Till today I have not received my phone back or a new phone and its been a month. They are dragging their feet with this and I never even gotten a courtesy phone for the time being. They are dissapointing. I don't even understand why they debit my account when I don't even have the phone.