Smartphone device insurance

So disappointed with FNB& their insurance department CIB, a year ago march 2014 I bought a phone with FNB and a month later I was called by a guy from CIB to apply insurance and I did so the guy said it would go through with my monthly instalment, so July the 28th 2015 I lost my phone 17months late I'm told that my insurance contract was cancelled and they cant say who did that, but then to process my claim they will have to pro-rate my instalments from the day I took insurance, so I agree on the 25th of August I transferred R1900 of pro-rated amount to them, and today 7th September I still don't have my phone, nor communications on what is going on, any ideas who I can speak to regarding this