pushed from pillar to post and still no answers

My phone was ****** last week Wednesday. The first thing I did was get a police report and then I phoned Cell C to report it and sort out my insurance claim through C Sure. I have been pushed from pillar to post ever since and NO ONE within Cell C seems to know their a**e from their elbow let alone their protocol I was told that I would have the necessary information to claim from Insurance from Cell C within 2 working days. Friday came and went and I had no response. I used Hello Peter and had a call within minutes telling me to fill in the forms at my local Cell C store and hey would send them off for me to get my phone blacklisted and the insurance sorted out. I filled in the forms and went back to the store only for them to tell me that I needed to phone the Cell C helpline to get certain information from them. Well I have just phoned again and they told me I don't even need to fill in the forms I have here with me and the claim will take 2 days to process and then it will be 5-7 working days before my new phone is delivered. DOES ANYONE KNOW WHAT THEY ARE DOING AT CELL C? I am paying R450 a month for my phone and R175 for insurance for what?