Did not include phone but was told it was on the policy

I have a policy with MiWay and have not had any problems up until now. When I phoned to join I remember asking them to add my cellphone to the policy since it has been ****** before. I remember the quotation being inclusive of the cell phone and now that I want to claim I was told the phone was never included in my policy. I asked them to send me the voice recorders as I do not remember this being the case and have not received this in more than 48 hours. I am very disappointed that MiWay would do this to me as a Client that has been with them before and now came back.