Poor service of mtn insurance

I wrote an email to MTN insurance claim about the phone that was ****** from me. When I claimed they told me **** that I did not cover my phone for theft or loss yet in my understanding I believe that I covered my phone for loss theft and damage control. Now they kept sending me emails that my policy will be cancelled of which I just don't get it at all. They have poor service and I want the insurance to give me a phone