Shocking Customer Service

My phone got ****** on 1 Oct 2019. I went to claim for insurance on 2Oct 2019 at the Woodmead branch. Filled in the necessary documentation with the police case number and affidavit. A lady named Wendy at the store assured me that she had submitted all the relevant documents and she gave a me a ticket number. 2weeks pass by and I call the call center to find out the status of the query. The call center said that they only received an affadavit from the branch. I then went to the store this morning and the lady apologized as she was still new so she submitted the documents. She then calls to give back and Cell C says I have not used the SIM card since April which is absolute nonsense. She then proceeds to say its going to take another 7days to get the issue resolved with someone who is more senior. I mean I took insurance for a reason for unfortunate situations like this . There is no empathy and accountability the errors the service assistance has made. This is very poor poor poor customer service.