FNB insurance take premiums but make claiming impossible

I was the victim of a car break in on 21st December in Durban and our vintage guitar was taken. I had luckily insured the guitar under fnbs portable possessions policy because of its value and because it's played daily and we travel with it. When I took the policy out I gave all the details including serial model, year, case brand etc. On the day of the incident o went straight to the police to report it and they inspected the vehicle and opened a case I gave that number to fnb immediately and informed them what happened. They've been happily taking my premiums every month while I've been feeling safe and secure travelling with the guitar thinking I'm with a reliable insurance partner. But a week later ive been given a list of documents I don't have and proof of ownership I can't now get as and been told they haven't called the police to get the info off the docket even. But just that my claim won't be going ahead as I can't prove I owned it. THEN WHY WOULD I BOTHER TO PAY PREMIUMS ON IT EVERY MONTH? WHY WOULD I OPEN A CASE IF IT HADNT HAPPENED? AND WHY DIDN'T YOU ASK FOR THIS AT THE TIME OF MAKING THE SALE. I did the right things all along and you took my money every month making me think I was insured. The house I was living in before now burnt down and we lost everything. We weren't insured as it was my family's home and we lost everything. We managed to sc**** money to buy a guitar from a man 100km away and immediately I started looking for insurance to prevent future devastating losses. Fnb was happy to sell me the policy and I gave them all details then but now I need what I've been paying for and I'm being told they won't process the claim. Fine them I want all my premiums paid back and an apology from the sales man who ensured me I was covered.