My phone claim taking ages

I'm a cell c customer and have insurance with the device that i took a contract with. 3 weeks ago my phone got ****** and had reported it at one of the cell c stores, so they blocked it and asked for the documentations that the insurance would want which i did send them, Police affidavit, IMEI Number, copy of my I.D, after all was send i was told to wait 48hrs for my claim to process, ITS BEEN 2WEEKS NOW and i'm still being taken back and forth. Don't know why we suffer for the things that we pay for every month, You guys (CSURRANCE) are happy when debiting my money every month but when i have to claim for what i pay for its a hustle for you guys. WHY??????? As we speaking i'm phoneless but month end you guys expect me to pay my bill, how can i pay for something that i haven't used? I pleading for help, not having a phone is very inconvenient for me.