waiting for more than 21 days to repair phone

I booked my phone in at cellc to for a cracked screen. At first they said the claim form were not filled in correctly. I submitted a new claim form. I waited 2 weeks. I phoned them again to find out where my phone is. Then they (csurance), told me they haven't receive the claim form. I then submitted the claim form for the 3rd time. On the 18 April they said I must pay R200 and then I will get my phone in 2 days time. I paid the R200 on the 21April. I phoned them on the 23 April to make sure my phone is being fixed. Then only to find out they haven't submitted the claim yet. Today I called them, being put on hold 3 times holding on for 2 hours. Being told I must phone back on Friday. Now I'm still waiting for my phone.