Unhappy Insurance Claim Cellc Customer

I was offered a package consisting of 2 phones (Samsung A34 & Samsung A24) on my Cellc contract upgrade in September 2023. Insurance was activated on my A34 since I had been using a Cellc number and I was told I couldn't have the A24 immediately covered as well due to not having a Cellc number on it and was advised to first purchase the sim card and phone back. Insurance was activated and authorised on 12 October 2023 on the Samsung A24 and that gave me peace of mind since I had arranged for cover on both phones. I submitted a claim with Cellc Fourways on 9 August 2024 for the A24 and made the first followup on the 19th. Supporting documents (service agreement, Cellc statement and a new claim form) were requested on the 21st and ever since I have been making endless followups.

Aparrently, I am behind with my insurance payments even though Cellc has been debiting my account with the exact invoice amount I was billed. It means I have to suffer just because Cellc didn't process everything as expected with is my contract together with insurance for both phone. Cellc must be held accountable for their error, I have never missed my Cellc payments.