Disgusted at Treatment by FNB Device Insurance/CIB

I've been a loyal FNB customer for years and am frankly DISGUSTED with the treatment I've received. I purchased an iPhone 6 WITH insurance through FNB Smart Devices and received the phone on 03/09. On 08/09 I dropped the phone in water. To cut a long story short, in trying to put in an insurance claim, I have had to contend with FNB Insurance staff who don't know their own terms & conditions (telling me that I am not covered as I did not confirm my insurance over the phone, when it states in the insurance wording that \Insurance cover will commence once you have taken delivery of the Smart Device supp**** by FNB.")"