phone repairs process

Had a cracked screen and called the Hollard cellphone insurance claims(via cell c) which they told me to go to the nearest cell c store to hand over my phone for repair, handed over my phone on the 16th of July and got an sms with the ref that my phone went for assessments, called the claims department yesterday and spoke to Linda/Lindo who was not even keen to assist ,even when i was asking questions he was very impatient and couldn't give me clear answers, he just said he doesn't pick up any claim that i made and i need to call the store so they can give me a ref number for my claims since on their side they did not receive the claim.i asked nicely since it's my first time lodging a claim if they will assess my phone without a claim or what's happening he said he doesn't know..so how will i know?? since already my phone is at cell c?? i need my phone ASAP since i do business with it and i need to know how did they take my phone without lodging a claim however already got the assessment refnumber..this is unproffessional .