Poor cellc insurance service

I have a contract with Cell C and I recently did an upgrade from a P10 Lite to a Samsung A70. The A70 however gave me issues and I returned it to the store and was replaced with a new device as it was still under warranty. I have been trying to change the IMEI number on my policy from the old device to the new one but there was a complication. The IMEI on the system belongs to my P10 Lite which not the same as the IMEI number booked in for warranty assessment obviously. I am extremely unhappy with the service after numerous emails and calls this has still not been resolved. I have already forwarded the contract renewal agreement and proof of exchange due to warranty on more than one occasion as well yet today I receive an email asking me why the IMEI number booked in does not correspond with your system. The agents name is Qiniso Nkabinde. I would appreciate an urgent call to resolve this matter and perhaps explain further. I am still paying for the insurance but what is the point, if my device happened to break right now and I need to claim, I wouldn't be able to as stated by your agent. please assist. My number is *** This has been ongoing since 22 November and hasn't been resolved till now, I've sent through my documents numerous times and they keep asking me for the same things over and over again and I'm sorry to say this but its frustrating and they seem quite ***********. I would appreciate some assistance, thanks