Claim nightmare

I booked my device in for a screen repair as i dropped my device the repairs is almost a month at Cell C and i have insurance with cell c and stated this when i booked in the device they have no loan devices.I have to mail insurance and short that out my self and insurance also never replies to your mails I had to call insurance a week later only to find out i have to make a payment on the access before they will process the claim and give go head to proceed with the repair. could you not make a call to inform me to make payment ?, then a week later i make payment and reply to mail as requested no feedback again. I called insurance 3 days later to find out nothing was processed. why ask me to reply to mail if nothing was going to be done. this is the worst experience i received with insurance company