No one knows how how to claim a phone

My phone broke end October and phoned c surance to ask what steps to take foward!i was told to book the phone in at a cell c store as they will book it in for repairs if possible and if not to send a letter back from the repair center to state the phone is beyond repairs to claim for a new phone!at the time my phone was booked i was told i will get my phone back in 21 days!till today i have not recieved my phone because it has gone lost in process after being send back from repair center that said phone is beyond economical repairs then it was found again after a 2 months and then send in by Rudwan in for repairs for a second time because a Cell C store dont know how to do claim on a Cell C insurance!rather take out insurance from your insurance company than with cell c because cell c got now idea what is going for what especially at Rosebank!looks like paying for your insurance additionally on Cell C is just a money making **** where they try and pospone you till your next upgrade!When i phone c surance they say i must go into rosebank store and let the consultand phone me from there so she can explain how to claim!how can a Cell C store not even know how to submit a claim???