Very Bad Service delivery

My Husband Has 4 Contracts with Cell C Rosebank and has been paying for insurance all this while. we sent 1 of his phones for cover changing and for the past 7 months the insurance company had his phone but it was never fixed. he had to ask for his phone back and he got it on Wednesday still not fixed. so why are people paying for insurance if things never get done. which means all this insurance thing is a ****. i was so ****ed off about this because no one says why its not fixed. he kept phoning and emailing to find out the progress and they kept on saying it takes time to do the week. So why does the company keep useless workers who can't do their job. people can't seriously tell me that 7 months isn't long enough.