Utmost bad service.

On the 5/05/2018 we handed in our damage hand set at the Cell c promenade branch , which is a contract phone , the lady who assisted my husband never even ask him if he has insurance , he told her has but she took no note and said that the phone will be send away to their repair department , no feedback no sms nothing after almost 2 weeks on the 23/05 my husband received a quotation and damage report requesting him to accept it and pay for it , when I called and said but we have insurance on this phone why must we pay then only the lady send us a claim form, I emailed the claim form on the 25/05 no acknowledgement of the receipt , he called them and was only told to resend the claim form which we did only yesterday we got a ticket number 425391 , our contract number is ********** 84, id number ********** 148085, I am utmost disgusted with the service from cell c.