Cell Insurance

On the 16th of June 2021 my phone fell and broke,took it to the cell C store in Sandton 3 days later I had not received any sort of connection,called the insurance then I was told that the consultant has wrote the incorrect ime number,got that part sorted and I received an SMS requesting R300 excess fee which I paid the next day,24 hours late I called the insurance again and I was told that the booking wasn't done went to the store to find out why ,the consultant blames the insurance for that as it is a replacement phone and the guy called Lehlohonolo from the insurance said he was arranging the collection for the phone to this date I call every with NO clear answer as to why my phone hasn't been collected from the store to get repaired or even replaced,I have 3 contracts with Cell C and all are insured and now I'm thinking of canceling my insurance and request for a refund on excess fee that I paid and nothing has happened as yet.