C-surance complain

I am a contract holder with Cell C and I had taken up insurance with C- surance with one of my two contracts in about 6 months ago my daughter got ****** in January 2019 on the 25th to be exact. They requested for certain documents when subsequently submitted. After receiving my documents I had to make follow up in order to get response and that the process took almost three months. After that three months they emailed a letter a letter to the nearest Cell C store, the letter was saying "please note the claim has been reviewed by Bollard and they have found that it does not comply with the terms and conditions of the insurance. I'm still paying the insurance even now but yet they couldn't assist me after my daughter was ******. When I call I talk to different people and yet non of them can fully explain to me why should my claim cannot be honoured. Which terms and conditions did my case comply with C- surance should just pay me back the money I have been paying since I cannot get the cellphone I had insured. Ticket No. 618675.