Cell phone insurance

Good day<br> In 2015 I purchase a Sirius cell phone from Finchoice for my couzin a gift. This I bought on terms and insurance are included. My cousin was ****** and we went to the police station for a afidavit. Beginning of January finchoice call centre confirmed the fax no I must fax the Afidavit. 3 days later I follow up and was advised they did not received it and my receipt shows successful. I was given a email address which I forward my id and the afidavit. 2 days later I follow up I was told there's problem with the email address. my debit order are dated 25th of each month. january my debit order went through 22 Jan and it bounced. Quickly I was contacted for the unpaid debit order but up til today nobody phoned me for my claim. The call centre agents does not even sounds confident as what they are telling you. This is so annoying as I'm not sure what customer service means.<br> Many Thanks