Very bad and unprofessional services!!!

My cell phone Sony Experia z1 compact got damaged on the 27th of November 2015,i then took it to Cell c Key west for repairs on the 5th of December 2015. Cell c then sent a claim form to the insurance same day. I received the quote on the 2015-12-14 and immediately forwarded to them. Then on 2016-01-21 I received another quote from the repairs Dep. I then called the insurance to enquire if hey did not get my email as I was awaiting to hear from the about the access fee I was to pay. On Saturday went back to Cell c to sent then yet again another email of the quote. Since I heard nothing from them I called them again after numerous attempts finally when I got hold of someone they informed me that someone was to call me but never did. On Monday 2016-02-01 paid the access to the insurance. On Thursday 2016-03-03 I went to collect my phone after being notified it was ready for collection and to my surprise my cell phone was in the same condition it was in when I took it to cell c. I called the insurance and they told me very rudely that I just have to go through the same procedure again. I am very disgusted with the services I received after 3 months of up and down with no result?