****** cell phone claim submitted to C Surance

I Handed in documents to Cell C Cresta for a reported ****** phone and I was told by Cell C Cresta staff that i will be able to get a new phone from C Surance within 2 to 3 weeks it has now been 11 weeks...i have spoken to a few people in the cell C Cresta shop. And the shop manager Thandeke Mashiane has escalated the request. It is merely impossible to get hold of anybody within C surance as you sit in a queue with the call centre for sometimes up to 40 min with No answer...i am driving almost weekly to Cell C in Cresta...Still No joy, Someone in Cell C contact Centre by the name of Johannes Lekalakala has also said he is dealing with the query but I cannot get hold of him. After we could not get hold of C Surance on the phone we also sent an e-mail but still no joy. This is totally wrong...No cell phone for 11 weeks and i am trying to run my own business as i am working for myself. What can be done next?