Unhelpful customer care

I'm extremely upset with cell c as my hone got lost or ****** on Wednesday already. I was looking for it for a day and eventually gave up. I phoned cell c to block my Sim incase it has been ****** and because I answered my address wrongly on the security questions they wouldn't help me. I love 2 hours from town. Now they expect me to go to town to a Cell c shop and phone them back. I will only have transport on Monday, then the insurance won't help me anymore as it would have been too long since the phone got lost. I'm out of options and so upset that they wouldn't make a plan to assist me in another way. Now the insurance might not give me a new phone.