Cell C
Insurance paid for nothing

I've been a loyal subscriber of Cell C for years on contract with insurance. Aug i cross the busy street, drop my phone and it gets trampled by a few cars. I take it to Cell C Century and booked in. The woman there says that she will book it in for repairs and I ask if my insurance cannot cover this as I've been paying insurance for a long time. she says its a formality to send the repair docs as well. So fill out the forms and also ask for a loan phone (which loses sig most of time).
today 15/08/13 I see a missed call from a Cell C num, I call and Im told the phone is in the store and will not be repaired or replaced as its beyong economical repair. Im annoyed and ask how can this be?
They will not assist any further, so I've paid insurance for nothing all this time. Disgusting.
Please help - email: [Email Removed]