INSURANCE *******S

I upgraded a phone contract i had with cell c and I insured it, unfortunately at the time of my upgrade I had lost the sim but now I have lost the insured device and at first they wanted to throw my claim out stating that they can’t pick up my usage of the sim so they won’t be able to help me. Then I told them 1. I was insuring the device not the simcard and 2. I have never used the sim on that device but they still accepted insuring my device. What angers me the most is that no one wants to take responsibility for my query but It seems that when they escalate issues they secretly want to avoid you. I went to their branch in Cape Town and I was told the issues has been escalated and Almost 2 weeks now no one has attended my issue instead it is only being escalated today.