Service Sucks

I signed up with Csurance 20 months ago and currently have 2 contracts with them Cell C. My niece uses one contract and she recently had to make use of the insurance I took out for her due to her phone being damaged. It has now been 23 working days and between Cell C Clearwater and Csurance the process has not been started yet. After numerous calls and numerous promises to resolve the matter, were still waiting and the phone has yet to be repaired. They now claim that the sales agent messed up the cover and have to pull the recording of the call. Bleh....20 months and thisnis caused by a sales agent wanting to make comm. Wow, what is the service in this country coming to .