********* practice?

I purchased a phone for someone and was later offered insurance for this phone which I accepted. The salesperson told me over that I would receive the policy document in the mail within 5 days. This never happened. This phone then got ****** and I went in store to lodge a claim. The store lady called the insurance company and they said they were trying to locate the policy number etc and they never got back to me. The claim was lodged two months back, and to this day I still haven't received feedback on my claim but the deduction appears every month on my claim. What exactly am I paying for then?

I purchased another cellphone (before the ****** one) from the said store, and again every month, the insurance deduction is made but I never received any policy document as advised. Is this even legal?