cell upgrade /Insurance

I had a contract with Cell c ,last year one of your consultant called me for an upgrade I told the lady I wanted to cancel the contract but I would like to keep my insurance and the lady told me it won’t be possible to keep the insurance without any contract with cell c ,So she advised me rather take a month to month sim deal so I can keep the insurance so I did that,29 March I lost my phone, When I call Cell c to claim I was told I'm not covered, I've logged a call case number *** it closed without me being called. Another case was opened without my acknowledgement ***** wrong case I’ve never asked for settlement disappointing. Today is day 33 since my case was logged but no feedback only delays we will call you tomorrow before 12, we still looking for the recording, call the insurance an check with them, Send email the *** for the recording cause we don’t have the recording and the lady who was helping you she’s no longer work at cell. I don't recommend anyone to do the online contract, cause cell c will confuse you call Backoffice, call insurance ,call the upgrade ,call