FNB FAILED ME AS A LOYAL CUSTOMER

I bought an IPhone 13 via FNB and the phone got damaged at work, FNB collected the phone for inspection and everything. They then requested me send proof that I was at work during the time the phone got damaged, but it took me a while send the proof because I had moved from the company and got a job somewhere else. I couldn't provide enough paper work since I'm no longer there but I'm paying my phone and insurance very well but a whole bank is failing to supply me with phone this hurts I don't want to lie, I love FNB honestly been a customer since 2017 they really failed me

The phone is still with them since last year October, I haven't canceled the insurance because I have hope that they will help me.