Insurance claim

My phone was ****** on the 26th of august .... I gave in all my paperwork for an insurance claim by the 28th of august ....it is now the 31st of October and I'm still waiting for a reply .... I have contacted cell c baywest where fatima was handling my claim and was promised numerous times that I would receive a call back and still nothing .... it's unacceptable to sit without a phone for 2 months when you have insurance and have been paying insurance. What am I paying for because I have no cellphone to use my simcard in. I have left alternative numbers to contact me on and still nothing . Fatima has tried to contact cell c insu rance but to no avail.