Worst CELLC cellphone insurance experience

I am extremely frustrated with Cell C and their mobile insurance C Surance. I took my cellphone to CellC to be repaired after it was damaged, and after a while it comes back, and the repair centre days its 'Beyond Repair'. Now because I have cellphone insurance with C Surance, I put in a claim to get the cellphone replaced. After struggling to get through C Surance, with multiple call center agents putting me on hold for long and dropping the call on me, I finally get through and I'm told to complete a claim form and send it through with a copy of my I.D. I do as told and then call back to follow up if received. I was then told they need a copy of my subscriber agreement, as my device is on contract.

I then go to the CellC store to request a copy of my subscriber agreement, and I'm told they do not have it. They suggested I call the call center of which I did, only to be transferred from one person to another for about a good 30 minutes. It was soon clear that no one was willing to help me.

When I finally spoke to an agent at the call center, they told me that there is no subscriber agreement for my contract cellphone. When I enquired about this, they said my contract was done via CCD, (when a cellc agent calls you and the cellphone contract is taken out over the phone) and so there is no subscriber agreement, and I should my delivery note (the papers I signed when the phone was delivered to me) as proof of contract. I ask if there is no subscriber agreement at all, the agent said none at all.

Now this is posing a problem for me because C Surance does not want to take the delivery note as proof of contract. All I've been getting the passed two days is the run around and no one wanting to assist me with my insurance claim.

I also find it odd that there is no subscriber agreement for my device yet I am on their system a contract customer. So they can see I have a contract with them, but they don't have the agreement papers.

I don't know whether I'm being ****med by the CellC service provider and their mobile insurance company or what because there is no subscriber agreement for my device, yet they debit money every month. I've been paying cellphone insurance with C Surance yet I'm not even getting decent service from them, and this is my FIRST claim. I have heard complaints from people about C Surance and even Cell C employees advise against taking out mobile insurance with C Surance as they often give you troubles when you want to claim, its like they don't want to pay out, and apparently, in most cases, they don't pay out. This is very upsetting for paying customers because every month you pay for insurance that will not help you when you want to claim. I now do not have a cellphone, but I'm covered by insurance because CELL C does not have my subscriber agreement and C Surance does not want to process my claim.

I have had nothing but horrible experience with CELL C and C Surance and I would not advise anyone to join this service provider. They do not have decent customer care and I am close to certain C Surance is the worst mobile insurance.

I would much rather have another service provider buy me out of Cell C. I regret using their network and mobile insurance.