Phone went for repairs in January

I took a contract with cell c last year with insurance. My phone screen cracked in January and I sent the phone for repairs in January. My phone was not repaired and sent back to the store, the store called me to come collect the phone, During the conversation I was told the phone had not been repaired when I asked why, the lady didn't know. I then had to submit a new claim form and was told that the phone would be sent back to repairs as a priority case. I was told to contact the insurance which I tried to on numerous occasions but was not able to get through to. Till today I have not gotten my phone back and I have not received any feedback.