Refusal to assist on a household contents

It’s very disappointing!! Sales team take an advantage of us when recruiting for their benefit, my phone got lost and missing I logged a claim via email they never got back to me until I sent the mail to complains department, then I was answered that they will call me they did. Then I was passed from one sales person to the other having to repeat my story all over then I was told that they are waiting for the recording two weeks passed with no reply then an email came saying certain documents is needed that I had to compile and send it through as we await the recording. I was actually waiting for the recording reason why is I asked the sales person if I had to claim in future I won’t struggle he said NO! Within 24hrs they pay out . I gave him a case scenario that I was busy with my mom’s house was burglard and the insurance took 3 months and we were passed from one sales person to the other. He guaranteed me that not with their insurance! I told him I don’t have a problem with my current insurance the only problem is the house hold contents it’s not included. I asked him if I can email him my contents because the main fact of this insurance is my phones, expensive jewellery, I said I don’t even have to send you the boxes of the phones he said no! I said I hope I’m not going to struggle when I claim because you guys don’t ask for this things then when you claim you all of those things. Then I was told that my case was on a review for two-three weeks. When I send an email it’s only when they answer you saying it’s still on review. Then a certain guy called Duane called me saying I must just be patient I think it was on the 27 Sept they are still busy with the review. Then it was Oct when I emailed the sales person he said to me I was called Duane saying the review was unsuccessful no reason no nothing, while my money is being deducted and they cannot assist me.