CLAIM MADE IN DECEMBER STILL NOT FINALISED!!!!!

Hi, my cell phone broke in december last year, i reported the phone to my cell phone insurance and was told to take it to the nearest cell c store, i did this and was told that they would fetch the phone on the 28th, they then began ignoring my emails and i send through a complain and a lady phoned me who comfirmed that a month later they had still not fetched the phone she to made me promises but also ended up ignoring my emails. After a few weeks of being ignored i tracked down the email adress of their complaince manager who seemed as if he was willing to help, they then confiremed that the phone was broken beyond repair and thay they would have to replace it, but was out of stock of the M2 Aqua due to the fact that they took so long to proses my claim, they then presented me with option which i was not at all happy with as they where not the same specs as the phone i had! After a while of going back and forth they aventually told me that they have stock, but the handset was more expencive now so i would have to agree to a more expencive premium, i told them to replace my phone first then we could discuss premium increases, this resulted in once again my emails being ignored!