Dissatisfied customer

I have had a cellphone insurance with bollard insurance at truworths Galleria. They have been deducting the insurance faithfully from my bank account in Feb I had lost my cellphone went to report it ****** at the police station they said I need to blacklist my phone which I did do. The guy at truworths said I didn't need to do that, and sent me to game stores to query cause they didn't know much about the product that they sold to me(insurance). I then went to Game stores asked a hollard consultant to help me with my paper work which she did I asked is all the paperwork in order she said yes in three days time I can pick up my cellphone. Like a month later have not heard anything from them called game stores the lady that answered the call was extremely rude to me telling me this is not games problem which I do understand but explained that I didn't come to game but to see a hollard consultant. It's been two months and no one from hollard has contacted me. I keep calling they always getting someone to help. The recent story now is I need to get a case no. But initially I was only told to block the phone. The service at hollard is pathetic I will never insure anything with them again.