Grouse inconsistence and unfairness

Hi my phone went in for repairs and only to find out that I`m not insured and that I have cancelled it which I never did. On top of that my wife's phone is also not insured. I took out insurance on my wife`s the day I brought it at Edgards Promenade Mitchells plain. To come back to my phone I was also told when I phoned Edgards Call Centre that my phone Nokia 625 was insured. I then forgot to ask for prints of that prove and when I phoned back I was told it was not. Now I'm sitting without a phone after I had to wait 3 week without my phone when I had to do the enquiry and no word from the store or repair shop and the said thing also when you phone and ask to the manager clearly whoever help you in the first time was not able to help after much debate to speak to the manager one is told that he or she will phone you back, but never do. Please help me to sort out this issue as this is not the first time.