pay insurance 2 years but your not insured

I have been paying insurance on my tablet since the day i started paying for it, but after two years it was taken from my home and now fnb says i am not insured. After sending proof of payment i am now sort of insured and now i need a claim and itc number which i never lodged because according to them i am not insured.... This is a bank surely this cannot happen.<br> <br>