Claim for damaged phone not processed

23rd of January 2015 I handed in my Samsung S6 to the repair center at Vodaworld Midrand. I filled in my claim for for Cell Sure, received my reference number and a loan phone. The representative told me that in 7-14 working days i would have my phone back. After 14 days I call the repair center number *** and i was told insurance has not processed my claim; I should go to back to Vodaworld. I go to vodaworld Saturday 13 February and was told the matter will be escalated. On the 16 February I receive an sms and a phone call from the repair center to collect my phone. <br> <br> Today the 18 February i negotiate with my employer to let me go early so that i can fetch my phone. Upon my arrival the agent takes the loan phone and formats it. She then advises me that she cannot give me my phone because insurance has not processed my claim and as such will have to settle the full amount to take my phone. She eventually gave me back the loan phone and told me she has sent an email to insurance. But now i have to download apps all over again on the loan phone.<br> <br> I have now made 2 futile trips and im about to spend double the data to try and recover data that has been formatted.