WORSE CUSTOMER SERVICE EVER!,,,

I had this insurance almost 6 years and I never skipped a payment most probably cause I have it debited from my bank every month. This year my phone got lost. Normally thy I have to get an ITC number from the respective network before I can report it the police to get an Incident number. Well I had big struggle with the respective network that was used in the phone before it got ******, I fought with the service call centre agents couple times then I request to speak to the supervisor. He calm me down try to assist me as best as he could. It toke me weeks to get everything in order The ITC number and case number. NOW THAT I'M DEALING WITH THE INSURANCE THE ONLY ANSWER I GET IS THAT THEY ARE NOT PAYING OUT AND SHOULD TELL THEM WHEN THEY CAN CANCEL MY INSURANCE. I tried to explain to them why I couldn't get everything in order quicker,I even got a proven letter from the respective network company stating how many times I have visited their store just to get the ITC number but still. Then I also just want to mention how long I have to wait on response from fairtrade solutions when I send them an email, which to me is a Disgrace to customer service. Highest authority should call me