Insurance Claim

I have five contracts with Cell C and process their payment monthly. For five years I have processed a upgrade due to quality of phones. My contract has Insurance Basic to value of R20 000-00 and Device Insurance to the value of R20 000-00. Now that I reported my phone ****** and need to claim the device, they do not proceed with the blacklisting processure. I reported the matter on 27 April 2023 and their system could not provide the blacklisting number. Consultant reported it to the back office and provided case number ***. I was advised that blacklisting details should be available with 48hours. Thus far no calls or sms received. Only sms received requesting feedback on a case#***? Surely Cell C would know the terms of the insurance company they have. What is the slow procedure to provide the blacklisting details. Why can they not advise me of the slow reply?