Unhappy Insurance customer

I am not happy at all with the Cellc Insurance. I insured my phone with them at the beginning of the year, for theft/loss and damages. unfortunately, my phone got damaged when i slipped and fell during a rainy week, and the screen got damaged to a point I could not use my phone. I took it to a CellC store and booked it in for repair, then I was told to wait for the insurance to receive the device, and will call me, which never happened. I called the insurance who responded and told me that they were waiting for me to call them instead. They told me to wait so that they assess the phone and asked to check after a day or two, which I did. I was told to pay an excess fee of R300, so that they can proceed with the repairs, and I did. they asked me to send the proof of payment to *** and I am not getting any assistance. they keep saying that they have not found my proof of payment. i am stuck using an old phone that does not even have a lot of features. please help.