Pathetic service and still waiting answer on my phone

I have taken a new phone on contract had it about a month selphone got damaged and i sent in for repaires on th 13/07/2018 Today its the 29/08/2018 Cell C insurance keeps telling me that my clain is under review will not take more than 7 days its been a month and 2 weeks and im still getting the same answer. They would even let me talk to their manager is She is out of office everytime i phone. Contract nr ********** 962