FNB SHORT TERM INSURANCE

I have logged a complain about a phone insured under policy , the first call was two weeks ago as of today. I have sent numerous email regarding what is the progress as I believe an assessor was to be appointed to pick up the phone for testing yet no one has contacted me or returned my emails regarding this issue. I am without a phone for two weeks and yet my debit order though is paid for, why does it feel like I am getting this service free?

I have sent numerous emails and all i receive is a quoted email addressing a certain to assist but no one has done anything. This is frustrating. I need answers ASAP I am tired.