BAD CUSTOMER SERVICE CELL PHONE INSURANCE TFG

I'm a very unhappy customer with the TFG cell phone insurance company. i did a claim for a lost phone and after a week i still have no idea if my claim has been successful or not. as there has been many back and forth's with me and the consultants in regards to the insurance. first and for most, i canceled my insurance a week prior to losing my phone and to my understanding i'm still in the grace period as i still paid my lost premium before closing my TFG account. i was then directed to the the trainer of the call centre involved in the cell phone insurance department. she then said she needs to confirm if i closed my account within the time i said i did and she would then phone me back in 30 mins. i waited for hours then decided to phone them back for feedback. i was then in contact with the same consultant that assisted me the first time. he then let me know that there is no longer a graces period as per TFG and my claim has been unsuccessful, in reply to that i then asked him to email me the policy and highlight the area that states that the grace period has been revoked. its now a week later and still no email and also straight after dropping the call the consultant phones me back and says the trainer needs to confirm again with TFG if the grace period is revoked, and she will get to me before the day is over. as this is 2 days later and still no communication from any of the above mentioned, and also still not sure if there is a grace period or not. the waste part of it all is that i need to call the consultants to get any feed back. im very unhappy and would never support a cellular store that is associated to the TFG group. as this is not my first bad experience with TFG.