Misleading

So took out a cellphone contract with these people they didn't mention over the phone that they do not offer cellphone insurance I had asked the guy do you offer cellphone insurance he said excuse mam I then repeated myself and said so you offer insurance for eg. My phone gets ****** or gets water damage what happens he then said "you just call us mam" . So on the 1st March had my phone grabbed out of my hand GONE phoof called them in this day to tell them what had happened using my works landline only then did they tell me they don't offer insurance I was shocked cause this is the first time I'm hearing about it I have been calling since then speaking to many different people and there was one specific one called tamryn who promised to listen to the phone call recording between me and the agent to see if it's misleading promised to call me after an hour promised to call after 15min but till today I have heard NOTHING IM NOT PAYING FOR A PHONE I DONt HAVe THATS IN THE HANDS Of SkOllies!!!!