Worst device insurance

Tfg has the worst service ever. I bought a cellphone a few years back for my partner and we told to take insurance and they been debiting my account with no issues. Until I have to claim it's been weeks they don't call or follow up every time we visit the branch we told or a new document that is needed. Until I call tfg who told me to call another company monitor administrators who couldn't help me because because they don't know if the policy is active which is funny since they are busy with my claim for 3 weeks already. This is just a waste of time and money. I will be reporting them to the Ombudsmans as well. Because this is not even the only issue as they sold us a phone on special and they say we are covered for thatbprice as oppose to the replacement value and won't allow us to top up either meaning since the is no phone we like at that price we stuck with this voucher