Company makes changes to my policy and wont own up

I have two Callsure policies underwritten by Finrite. I called to have one cellphone replaced by another when my sister upgraded, their service was so bad that I told them to cancel my request and cancel the one insurance policy as a whole as I took insurance with MTN. Now I find out that they cancelled the wrong policy and that I've been uninsured for my phone for over a year. I have been sent from pillar to post with lots of promises and no one has resolved this issue. The phone that should have been insured is broken and I'm paying for insurance on a phone that I already have cover for. I am waiting for Schonelle Swindell to return my calls and my emails because I have decided to take AON South Africa to the Insurance Ombudsman and I need a copy of the calls that they threatened me with as proof for my case. No one is getting back to me, every time I speak to someone they promise me the stars and I end up never hearing from them again. Why is this taking so long, I gave them over a month to resolve this issue, the lack of service is ridiculous, this for an international insurance company!