Poor service

For past couple weeks I have been calling c insurance almost every day , i keep getting a different person at the customer service and every person makes me hold and hold.Than they come back telling me the same story how can you expect me to a phone that has a factory fault.c insurance is acting as if they are doing me a favor yet I am paying for this thing every month, I have not used this phone in 6 months so they have been getting money every month for nothing and now that it’s time to settle this claim I am told there is only 2 options and one is out of stock and the other is this phone which i have been told from the cell c shop has faults,all I am asking for is for another option to choose from and for someone to help me who knows what they are doing.i keep calling and hold on and on listening to that music ,airtime is not cheap at all!!!!