Insurance issues

Recently took out a contract for the SonyZ5 on the 05/02.Immediately app**** for insurance.A month later, the phone was knocked out of my hand and screen shattered.I went to the store to go submit the claim at which point I was told that for some reason, the insurance never activated.The consultant at the store advised that he will definitely follow up as this should have been activate, we did the claim anyway and he put a note in advising that the insurance should have been activated and that the claim is valid and needs to be seen to.I then was advised that the insurance was not activated as the incorrect cell number was listed for that application. This was done due to misunderstanding on the consultants behalf on what number needs to put on the application. I then had to go back into store to sign the application for insurance again.Weeks later I got an sms to say that the insurance has been activated. they called to arrange collection but i was busy driving and asked them to call back. I got no callback, yesterday i got an sms saying my insurance is cancelled. Immediately called the store, who advised they will follow up. The store now says they can do nothing.