insurance claim

So not happy with the service i am getting from cell c, as i am a paying customer i got three cell phone contracts with them all three with insurance and i never missed a payment,recently just did an insurance claim because i lost my phone , went to promenade store to submit the document the date was the 08/06/2019 was assisted by the lady called Olivia she claimed that everything was submitted ...only to find out the claim was never processed because she lost my stuff then again i had to go to the police station and redo an affidavit so that i can put the claim to a different store ...to conclude all that i have been waiting for two months already for cell c to process my claim every time when i call the the query is escalated to the management because the time frame does not match .i am really not a happy customer right now .