Unfair Decline of My Insurance Claim – TFG Insurance

I went to Sportscene to claim for my damaged phone but had lost the box and insurance documents. I was told to contact the insurance company for my policy number. Throughout this process, I kept contacting them, and each time they gave me a reference number. However, they often sent incomplete details, and after speaking to me. When I followed up, I was told some references were closed - clearly delaying the process so they could later claim I submitted my claim late, all while continuing to deduct insurance premiums. Later, they sent the cancellation letter with the policy number I had been waiting for, showing this was done intentionally.

The delay was caused by waiting for the correct policy details from them. I am requesting assistance and clarification.