Useless waste of time & money

I phoned to make a claim on an iPhone 6plus that I had lost. They had no record of this and had only my previous phone, an iphone5 registered. I explained I had been upgraded. They said I should have informed them. As I took out the insurance with the upgrade I would have assumed that to have been done. I was sent back to Virgin to get them to email Virgin insurance. Why this could not be resolved without me as a go between is beyond me. It took 2 attempts to get it right. Each taking 48 hours. 10 days later I phone and everything seems good but then, no! They need me to verify who I am by sending a copy of my passport and waiting another 24 hours. I found this most unusual. Who I am is the person you're been taking payment from for over 3 years, by direct debit. This is now over 10 days. I am at my wits end as to what to do but feel the Financial Ombudsman Services is a good start.  they have taken my money for 3 years and now refuse to honour my claim.