Poor service, Client not given claim information

I lost my phone on the 28th of December 2015, logged a claim with FNB (my insurer in January) Peiter sent me an email letting me know of the missing information, I gathered that and sent it back to them on the 21st of January. Even today, no one from FNB has contacted me to let me know what is going on with my claim. Everytime I call I get cut off.<br> <br> On top of that, they are still deducting premiums for the phone that is no longer there. I have bought myself another phone because I cannot stay without a phone forever. Now what's the use of having this insurance if we get ignored at claim stage?