Poor customer service C surance claim

I have taken out a contract with cell c and my phone was insured under c surance...my phone got lost on the 25.01.2020 and the claim went through and I called one agent told me it was approved I must wait for an SMS they will give me the amount I must pay ...no SMS received I called again ,since this wasn't my first incident or should I say the claim .. I don't know if the agents I'm speaking with are writing notes on the system or not...they keep telling me to phone back and do a follow up ..ticket no 124302 ...every time I call they tell me the matter is being transferred to a relevant department ..they are still waiting for feed back it's over a month and I was told to wait 21 days..I have not received feedback from c surance and they also said they will send me an email I haven't received no email and call from them .not sure how long will this take they now hung up the phone and a person waits long holding ..this I really frustrating at that time I am still paying insurance for the phone I don't even have...this is poor customer service and I am an unhappy customer ...why don't the just do a follow up and give me feed back...they just don't update anything on their system and this is poor customer service