Insurance claim not satisfied

I bought phone at Cell c on a contract basis. Same was insured with them. The screen of the same phone got damaged and showed some ink inside. I took the phone to Cell c Southgate for them to book it for repairs. Same was booked to their Cellc repairs. I t was brought back with a note saying there is no proof that I was paying insurance. I advised them to book the phone back and provide their repairs with proof as they have it. It was booked back to their repairs for the second time. It was brought back without being fixed with a note confirming that their repairs does not have the parts to repair the phone. I was called to come and pickup the phone. I asked them as to where do I feature if their repairs do not have the parts to repair the phone. They promised to return it back to repairs which they did for the third time. On the 30th June I went to Southgate to check the status of the claim. The lady went to fetch the phone. and still it was not fixed. The reason I was given was that they do not have the parts to repair the phone. While still at the branch the lady who was helping me phoned one of their department. and ask the person if he would love to talk with me. She gave me the phone and I spoke to the person concerned. He advised me that I must confirm my details and if it's wrong they are not going to entertain my CLAIM and he advised that the conversation is being recorded. Knowing that I know my details by head that was not a problem. He asked me to confirm my name and I did followed by my number When it comes to identity no the gut was so manipulative. He asked me to confirm my ID and I said the 13 digits of my ID as it as without break in between the numbers He said no he did not hear anything I must repeat. Forgeting that he advised that the conversation is being recorded. He wanted me to repeat it in a slow pace which was ridiculous and suspicious. I gave him the first four digits and waited for him to grab that then followed the other four up until my ID numbers was complete. He came back and say no no I did not grab your ID number ND he wanted to direct as to how by saying I must give the first two numbers followed by other two until my ID no digits are finished. This was very suspicious and I found his actions questionable. This was just an ************ behavior by a person who deals with customers. Since I spoke to him on Thursday I received message on the 1st of July to say come and collect your device. How do I collect a phone that was insured and having proof that it was booked in for repairs without success. This is a pure case of manupulation of customers and ******** enrichment. If cell c allow people to take insurance on phones that will be in short of parts. This is unfair, unjust and intolerable business operation. Why excuses if there is a claim whereas insurance was paid with no default. Please kindly assist to resolve this matter. Since their repairs do not have parts to fix it. Let them give another phone.