It seems like TFG wants to rip me off, they dont want to assist to pay out my cellphone claim. They are very happy when you join but when you claim they pass the buck...im so disappointed

I submitted my insurance claim on the 06.10.2017 for the cellphone that i bought at Sportscene and joined insurance telephonically, When i call the insurance divisoin they telling me that they are waiting for a policy number from TFG because I joined the insurance telephonically. When i call TFG number ( ********** 340) is forever busy..no help still. So i requested the CEO"s office number, then all call centre agents said there is no such department and they will escalate my query. I know my rights as a consumer and i wont let TFG rip me off, Ive always been a good payer.