cellphone insurance billed for 10years.

In 2005 a cellphone insurance was added to my account. June 2015 I had a damaged cellphone and send it in for repairs.After 2 weeks of no response I phoned the branch and was told that the phone will not be repaired as no imei number was on the system. I instructed them to send phone back as I was on holiday and would return only later to resolve issue. I went to the branch this week to discover the phone was not send back and the branch phoned the call centre. Jonathan said I must personally request the phone to be send back. I requested information on what phone was bought and insured? What branch did I purchase it from? What was the imei number? Where is the document I signed for the insurance? None of this information could be found. As a result of this ********* manner in which insurance is sold, I requested a full refund of the amount now adding up to over R4000. Jonathan said they will refund as soon as a summary of payment is received from the branch. He was making notes on the screen and the line got cut. We phoned back and Jonathan was not at his deck. Now speaking to Bridgette, she informed me no refund but they are now prepared to fix the phone?????