Worst service again

I sent in my phone for repairs at a CellC store, they took my phone in and didn't make me fill out the form required for the claim to be processed via Csurance administered by Hollard insurance, Csurance (administered by Hollard) made me go back to the store to fill out the form and after that I called them again and they promised to get back to me once they have verified if my SIM was in the phone when it fell. Two weeks later they have done nothing about it, their call centre the worst service on the planet, they first make you hold an hour and once you get an answer they hang up on and don't return your call. My phone has a crack and has been with them for a whole month.