Very poor service

Recently I contacted Dialdirect for an insurance quote. I needed home content insurance that would cover cell phones outside the house. The consultant said the cover he is giving me will do that. My phone got ****** off my person while traveling via train. I called Dialdirect and the consultant told me the cover I have is only for home content. After insisting that that was not the information that was given to me. I had to rope in my sister, who kept on phoning (because now I do not have one), to get them to agree to listen to the sales recording. After phoning for the 3rd time, I was told they are still listening to the recording, but will let me know. Finally when they came back the consultant stated that it was found that the consultant representing Dialdirect erred, so they needed to pay for my phone. A couple of days passed, and then my sister had to phone again. Then someone was allocated to follow up the claim, but you could see that she was send to waste my time. At first, they needed to transcribe the recordings. Then they asked for documents that included itemized billing(why, I do not know). I had to contact my service provider to get that specifically. And then she again disappeared. I asked for a status update, with no reply. This is really ****py service, especially since your company is at fault and not the client.