Still waiting for insurance policy

I recently (02/10/15) got a new contract phone with Cellc. They advised that I should insure it. I contacted the insurer on 09/10/15 to take up the cover. I spoke to a consultant that asked me a series of questions. After all that, she said that I will receive a confirmation email and I will receive a welcome pack via post after 21 days. Monday (12/10/15), I called in to ask about the email i was to receive. The consultant gave me the run around and said I should receive it by end of business. Nothing was received. Called again tuesday morning (13/10/15). This consultant also promised by end of business. I called around 16:50 to ask what is happening. Then this consultant said that my details are still to be captured. He stated that it takes 72 hours for the process to be completed. Now I'm beyond annoyed. I called in again today (14/10/15), only to be told that they cannot find any of my details on their system. He said he will request call recordings to check if I really did call in. This is beyond ridiculous. I actually work for the company that underwrites this insurance. It would be unfortunate for them to find out that a Hollardite is getting the run around.