No Customer Satisfaction

I recently had to send my Hisense F22 in for a repair due to the phone not being able to switch on, the phone switched off on a full battery and there were no faults with the battery, the screen was cracked but the phone still functioned well for a few months and no issues with the device, I was quoted R1200+ to have the device repaired, upon receiving my contract, I opted for insurance over a phone call, but they lost the recording and said I do not have insurance, then said I need to investigate from my side, my call was dropped during the call to customer care and no attempt to contact me back was made, although they had my contact details, I feel they just do not care, I will continue paying for the phone that I am unable to use for now because I will hold my side of the agreement although the recorded contract will miraculously appear if I do not hold up my side of the agreement.