Bad service

I phone at C-assurrance to insure my cell phone 9360 blackberry last year i spoke to Keagen i told him i want to insure my contract cell phone but not using contract number during the day i want to use pre-paid number and still use cell c and he said he can assist me with that but i was surprice when I lost my phone and phone C assuance for my claim they told me that i did not mention that before they even send me the recording but on the recording they only send me the one that cover them and where i first stated that i want to use the pre-paid number it was not there and on the recording it only says about the phone what about the cell number i am not happy about their service.