No feedback days after reported claim

I called from my wifes no to submit a claim for my ****** phone. I was then told that they need some sort of number from the service provider and a case number. I went to the police station and was told they can only open a case if they have this number. This number is generated when the phone is blocked on the network. Got to Vodacom they then said you need a box, which I dont have anymore so I cant get both a number or case number. No after this I emailed outsurance and told them to please email me as I dont have a phone. Instead they tried calling me... lol really!?! I sent another email containing my wifes number so they can get hold of me there also explaining the situation. This was two days ago. Still no answer or call. What upsets me is the response time and feedback and when I took the out and about i was never told or asked if I still have the boxes of the phones. Quick to debit my account now by the looks of it not only am not being talked to im also stuck paying out and about cover for what ?!?