FNB short term insurance

FNB short term insurance, they don't want to pay my claim, at first when I take the cover, they did not ask me anything like where and how did I buy the phone or do I even have the box of it? They only asked me the value of the phone, all this months they where debiting for what? Something that doesn't exist. They are taking me back and forth and I told them that my phone was a gift. The person who bought me the phone relocated to Ireland. Does that mean FNB won't pay me? Will they continue to debit? Should I stop the debit will they continue with the case? I gave them everything they requested except the prove of purchase.