Worse customer service

I have a contract phone that is insured with Cell C, i lost my phone and went to the Cell c Cape gate branch to process my insurance claim that was done on the 29/09/2018 and up until today i have not received any feedback from Cell c and neither the insurance company .

I phoned today to get feedback spoke to Mariaan a consultant in the branch because the manager Matthew was busy on all three occasions i phoned, i was advised that the agent that is dealing with this claim is not at work today and it is not the responsibility of Cell c to do a follow up or give feedback on the claim it is the clients responsibility i was given the insurance telephone number and to my surprise no paper work was sent to the insurance company from cell c and this is almost a month ago that the papers was given to the agent named Sieazo , this is poor service and i dont think the client is being taken serious this is bad customer service and i am very dissapointed in the level of service