Shocking Service from Cell C Insurance

I am shocked by the service i received from Cell C insurance when they sell their services they promise heaven and earth and when it comes to delivering on those promises they fail dismally. I took my phone in for repairs and paid the access fee on the same day contacted them and was told my device is being repaired, however my phone came back without being repaired, i have contacted cell c insurance and all i was told was to rebook my phone and they will assist with urgent approval, after all the inconvenience caused my only request was for a loan phone while my phone is rebooked for repairs, but the gentleman named Tshidiso who said he is a Manager there told me straight that ''it has never happened and it will never happen with me'' but my question is - what happened to me was it within their protocol or is it a normal mistake they always do away with without taking responsibility and putting the customer first. i am very disappointed with Cell C