Unresolved cell phone claim - Cell C insurance

I am so disappointed at the service I received from Cell C concerning my lost phone.

Its been close to a month since I have claimed for a phone, til this day, they are giving me a run-around.

I was advised by a Cell C employee that my phone is insured, yet when I claim for a phone, they said I was not insured.

I requested for recordings of calls that I have made to Cell C, I was told that they can't find the two recordings that confirms insurance confirmation. However, Cell C made payment to my account that I did not request.

This is such inconvenience!!!