Cellphone claim

Hi I insured my cell phone with Nedbank insurance and when I make a claim they gave run around which does not make sense at all . Ask for recordings when I was purchasing this insurance they refused.so ask them to pay to pay according their will,but still they haven’t and I don’t understand how how they run the business as some of stuff outstanding but they want to conclude the payment. They don’t respect consumer rights and the process is wrong as their staff promised me different things and during the meeting indicated to them and it means nothing .but they said all calls are recorded and you can get it by request. Told me about ombudsman of insurance but no form sent to me .so they don’t owner their mistakes at all .the two ladies who were helping me were insisting that I must go and listen to the recording at Nedbank branch of which I refused as it was not agreement in the beginning of purchase this insurance.now they want to pay me after my premium has debited why because the is no item insured at this stage .we pay insurance upfront .Nedbank insurance need to think if they want to do insurance or mess around with clients.