Don't insure cell phone at FNB

My son was held up at gun point in his car in Houghton two weeks ago. Cell phone which was bought on contract at FNB, was ******. Reported to FNB as it was insured. Waited days to get a ref number. Phoned 5 times now and this morning was told that it is showing up on the system that the phone has been recovered and case closed! Now told they will phone back in half and hour. Still waiting after two hours. Bad bad service. Month end bills can't be paid, can't navigate for work purposes etc etc. You need an insurance ref number to report the theft at police. Now we sit!!!!!