Pathetic service

Horrible service from durban bluff store and repairs and C Surance, I booked my phone(Samsung J5 prime) in for repairs a month before I did my upgrade to the Huawei P smart. I upgraded and my insurance changed to my current device, I am still waiting for my phone to be repaired, the insurance claim forms was not provided to me by the store consultant therefore the insurance is refusing to pay, even though I have already payed R200 access as the c surance department requested.????????????

I was not provided with a ticket number for the repair and keep getting the run around, if I had known the process I would have asked for the ticket number????????

my phone was booked in for repairs in february 22 and it is now end of May 29

My phone hasn't been repaired and when I call repairs or the store to follow up they keep telling me that there's nothing they can do without a ticket number. My question is why dont they have my information on their system, why cant they use my ID number????????????

Now what do I do, because my phone is in perfect working condition, it's just the screen that needed to be fixed, I seem to be having such a hard time to get it fixed and now it seems I cant even get the phone back because I keep getting told they cant do anything without the ticket number????which I haven't even received.