cellphone insurance claim

Towards the end of September I had an incident where my cell phone had a problem and I took it to cell c in Pine-town for repairs and I was told that it will be ready in 21 days so I was without a phone for that period when I went back to check It was said that my phone is back but not fixed apparently it was beyond repairs so I called the C-surance call centre & i was informed that the claim form wasn't sent to them so we sent the claim form. A week later i called since there was no feedback as i was advise that feedback will be given in 48hrs its been over a month now I'm still without a phone and when i phone the call centre they play music in my ear until they drop the call and no concrete information is given everyone i speak to keeps on saying they still calculating the access fee I'm very disappointed in this company I'm very disappointed in the way I'm being treated by the people at the call centre I'm very disappointed by how I'm still without a phone in over a month and without any valid reason why on top of that i was debited 3times for last month's (on 20-11-2015) debit order, they said it will be reversed i had to get it done through my bank by myself. I'm very ****ed