cellphone insurance

I really hate this company i took the insurance and no documents where sent to me and no1 explained the terms and conditions, then when i lost my phone, they told me they are penalizing me with excess and i paid it but now no one is calling me to discuss how im getting a new phone, and the stuff has empty promises, and managers are running away, this is just a useless company, i have paid excess a wee but im still waiting for a call even now, and when you call them, no1 answers, everyday