Pathetic service

I insured my boyfriends phone with Cell finrite insurance, and my boyfriend lost his phone on the 21st March 2015 and I immediately reported it on Monday the 23rd March 2015, I filled all the claim forms and submitted it with all the required documents and until today I haven't gotten any response or feedback on my claim which is highly unacceptable. The worst part is, its not the first I've faced this situation with Cell C finrite. I call them everyday and wait for 20 to 30 minutes before I can talk to one of the agents and then they just hang up the phone while I'm talking to them. Their service is pathetic, all I want is to get the phone, I'm really getting tired of Cell C and their insurance