No service from cell C insurance

My cellphone was stolen on 11march. I immediately blacklisted it and reported it to the insurance department of cell C. I gathered all of the necessary documentation and handed it in to the cell C shop in paarl Mall. On Friday 12 march I received an sms stating that my claim has been approved pending the excess claim being paid. The excess was paid on sunday 21 March and proof of payment provided as requested. On Tuesday 23 of march 2021 I phoned the insurance nr to follow up on my claim. I was told by Bernice that they had to see if my device was available or if it had to be outsourced. After she confirmed that my account was up to date she told me it had to be ousourced. The closest branch was Paarl mall and she had to contact them and will then get back to me. Two days later I had to contact them again as nobody came back to me. This time I spoke to Romeo. Once again he had to confirm that my acount was up to date and whether they had to outsource. He also confirmed that it had to be outsourced and tried to get hold of Paarl Mall branch. He could not get hold of them but told me he would try to get hold of them the following day (friday) and then come back to me. On Friday the 19th at 11:00 I had to phone again as nobody came back to me. I spike to lehnololo (maybe incorect spelling) as Romeo was not available. After explaining everything again, he said he will try and get hold of vaal mall branch again wich he could not. He would then supposedly contact eikestad mall branch to check for availability. After holding the line for approxamitely 5 min he came back to me just to tell me he has confirmed that my account is up to date. I was told that they only received proof of payment on the 17th of march and that my phone will take5-7 working days for delivery as that is the policy At this pont I asked to speak to the supervisor. I was put on hold again. When nobody came on the line I put the phone down and dialed them again. This time I came through to Bernice again. Once again I had to explain everything aiain. I again asked to speak to a supervisor and again I was put on hold.After holding on again and listening to lock down prorocols Mr Lehnololo came bach on the line trying to tell me again about the 5-7 days delivery. At this point in time I gave up as my patience was starting to run out. I googled the tel nr of the Paarl mall branch just to find out that that the number does not exist. I then contacted the info telkoms telephone directory to get the number. The number they supplied also came back as not existing. Soon after I get an SMS stating that a purchase order has been generated for my cell C device. It also goes on saying that approval and processing of he claim can take up to72 hour. I was also told that this does not include weekends as they do not work during weekends and public holidays. THis is the worst service I have experienced in my whole life and would like answers please bur above all my phone that I have been paying the insurance for