Poor service from CellC insurance

<p> I had my contract phone upgraded before the time in Nov 2015 instead of April 2016 at Mall of the North in Polokwane from a Sony Experia to LG Beat4. Having learnt my lesson of not having insured my Sony, I insured the LG on updgrade. after endless problems inc overheating, switching off on its own, low battery power i booked it in at Cellc Hatfield Plaza in Pretoria for repairs in Oct. to this day, m still waiting. I called the insurance to find out if they will pay, they are always engaged. I went to the outlet, they gave me a number to send CellC insurance a message but they never got back to me. The phone was even returned from the repair center due to lack of answer. I went back to the outlet again and told them what the situation was, they claim that on the system it shows that i have insured the Sony and not the LG and so does the insurance. I gave my contract which states that i have insured the LG..we booked it in again, made a proper claim and e-mailed the contract to the insurance provider. I called again the insurance who also claim that the only phone that they are seeing on the system is the Sony...how can i insure a phone that is not working. I am going back and forth with this and going nowhere. I don't even have a phone. I'm afraid that the repair center will again return my phone due to lack of answer</p>