It is such a mission to get phone covered

I upgraded and received my new phone last week Tuesday 24/11/2015. From the 25th, the following day I started phoning in to the contact centre to remove my old phone from the insurance and add the new one. The gentleman that assisted me adviced that he can only assist with the removal because for new additions, I have to speak to Csurance directly. I phoned in immediately after our call, my call was answered but the person on the other line doesnt speak, all I could hear is other people talking in the background. I hungup and call in again, the same thing happened. I then remembered that my previous policy wording was sent to me via email so i sent the request directly to the email address that was in contact with me but no response was received. On Friday the 27th I forwaded the email to the CellC customer centre. On the 28th I received and email advicing that i need to be in contact with their insurance department directly, with their email address and contact number on the email or go to any CellC shop. The shop couldnt assist and i called in again and emailed on the 30th, still couldnt get through. It is now 7days and the those were the days i had to insure my phone. PLS HELP!