Cell C insurance

I'm not happy with cell c insurance they are so ***********. I went to Cell C zevenwacht to take my phone for repairs. Firstly they said they can't pay the claim because I wasn't paying for my insurance. Secondly they said the claim on my phone went onto the new phone that I upgraded with 3 months before my contracted ended. I wasn't informed about that when I took it to the shop and again why did they still deduct for the previous phone. Now my phone is still in repairs because insurance doesn't wanna pay but I was paying for the insurance.