Poor service, Hidden agenda, Don't care attitude

HeloPeter, I have insured my phone with Finrite (Truworths Cell phone insurance company) 2 years ago, and I have been loyal to them since 2013, and since Saturday my phone been giving me issues, Monday I reported the phone to them, and spoke to Kgomotso, and she sent me a claim form to complete and said I must return it with a certified copy of ID. I did as she asked, she didn't come back to me, the next day I called and spoke to Mpho, she asked for the same, I did again as she asked, still nobody came back to me, the next day I called and spoke to Eva and CCd Nich, still nobody came back to me, and today I called again and asked to speak to Mpho, and when I asked what isn't anyone coming back to, she then tells me that I need to pay 150 for them to collect my phone for assessment, and then if the phone is damaged, I will need to pay for it because they don't cover physical damage, I was like what is insurance for, then said Truworths was supposed to tell me, Truworths told me nothing about them not covering physical damage. Then she said she will email the banking details immediately, im still waiting. My question is what do they cover because Mpho couldn't answer me.