Insurance claim

Good day kindly assist me with the query I have with cellc insurance department, early this year I lost my phone tht I took out on contract. I was given a replacement by them after a long fight with them. Earlier last month I cracked the screen and booked in the device for repairs at protea glen mall. After a few weeks I was told that the device was not supp**** by cellc. I went to an extent to check where the exchange device was supp**** and picked up up that they got it from core group pty Ltd. During the process I sent an email to cellc to advise them that no one is attending to my query and I have to do follow ups everytime and I'm not getting anywhere. I got a reply from cellc customer care saying that the problem has been resolved and the new IMEI number has been updated. I called the store to check if they can book it and the Manager that's been helping me said he is struggling to book it in. That manager has been helpful and has been also sending emails and calling on my behalf. I spoke to insurance several times and all I've been getting is different stories and lies from different consultant. They have been promising to call and no one made an effort. One of the resent consultant that I spoke to sometime last week advised me that they will collect my device the following day and send it their repair clinic. I raised my frustration that if my needs are not meart Im not willing to pay access cause I'm spending money going up and down trying to resolve this. Today (12/09/2017),i called and demanded to speak to a supervisor or someone in management and I was told they in a meeting, it's not the first time I've been getting all this excuses. After my request a consultant that I spoke to I advised me she will call someone, after sometime of holding the consultant that I spoke to gave me all kinds of excuses and he **** to me saying the device was collected on the 08/09/2017, he tried being deficult cause I made it clear that I don't want to speak to him, cause his colleague told me it collected today. After sometime arguing I told him I won't hang up until I speak to someone senior. A lady by the name of Pearl, she convinced me that my phone was collected yesterday (11/09/2017) and it's on its way to Nelspruit . Later on during the day I received a call from the store manager (protea glen mall) asking if I sent people to collect my device. I was amazed cause I'm under the impression that it's on its in Nelspruit. My concern is I've been mislead and give wrong information. I'm paying for a service that I'm not getting, I'm not willing to pay access and I want the phone replaced cause of all the frustration if been getting from insurance. I was willing to pay it than, but because the service was not meart and I had to do follow ups by myself. I would like all the consultants that dealt with me to be dealt with cause they giving incorrect information to cover themselves, it's better to tell the truth than to lie. Kindly assist.