Worse service ever on all avenues

On the 5th of this month I registered a cellphone claim with Miway. I spoke to a gentle man by the name of Andre who advised me that they would need to validate my policy, premiums paid and possibly previous insurance which I'm certain takes a few hours. He also told me that all I would need to do would block the phone with the service provider which in turn I'll get a reference number and then report it to the police. That was done within two days and all documents sent through. He also wanted proof of ownership which I sent to him immediately. Since then I have now been dealing with Shaun who is a 'merit assessor' so I take it my claim has no merit. I have had to go back to the police station with some MTN affidavit which was never explained to me at registration stage of this claim. I have also incurred the cost of buying myself a new phone because I can't be without a phone. I have coorperated as best as I can and tried my best to meet all their demands. Now I get news that Miway is calling my place of work to ascertain that I indeed owned this phone and I really have lost it. Why would I insure something I do not have and if I really did own it, why would I claim and risk having to pay your exorbitant excesses if I did not need to? At sale stage you make all these promises but come claim stage, it's a whole different story. Please see to it that my claim is sorted and my policy cancelled with no further debit orders coming from my account.