No contact regarding details of contract

I've been attempting to claim insurance on my cellphone for a month and a half now. On being informed that my policy doesn't seem to have cellphone insurance cover, despite me paying for it every month, I was told I would receive a follow up call pending an investigation. That was over a month and a half ago and I haven't received a follow up call. I've since called several more times, the last time being 3 weeks ago where I requested a copy of the call where I took out the insurance policy. I was assured that this would be mailed to me. 3 weeks later and I've received nothing. Of the insurance companies I've used in the past, FNB has had by far the worst service. Looking forward to moving ASAP once I get paid out.