claim for insurance

I had my phone broken for the first time last year. I was told that I was not insured while they been debiting my account. And i paid 1.6.my phone is broken again and you guys debit my account more than twice a month. You finally agreed to being insured with you I've been trying to claim as i took my phone for repairs and you telling me u need a claim form. U send that email more than five times but I'm still not getting it and there's nothing wrong with my email. Tell me what to do now coz i have to pay more than two grand. I'm very angry and disappointed.you take our money but can't return the service you promised to render. So pieced off. Tell me what to do