Lost phone

I lost my daughter phone and was required to complete the form due to the fact I failed the security check. I completed form last week Friday and was informed it will take 48 hrs and I have been calling doing follow up. No one is calling me and tell me what is happening and that is delaying the claim for my insurance. Reference for the case is Cell C: ********** 678 mobile number: ********** 166 all I want is to block my device and claim a new one. 48 hrs has lapse long time as per promise my number to call is ********** 033

Mfundo Mancayi