Two months since claim! No RESPONSE!!

I lost my then I app**** for insurance from Cell C. All the documentation was in order. Now, it's been two months since I've claimed. All I'm getting from the call centre is that the matter has been escalated. It has been escalated more than five times!! And no one gives a clear answer! I'm running a business with that phone. And I'm losing it.. This is a bad experience because all premiums are being paid every single month. I don't understand why I should revert to hello peter. Sort this out now!!!