Insurance refuses to repair phone

I have been paying for my phones insurance for over a year now with Cell C ,C-insurance, on Monday the 5th October my phone stopped working and reported it at cell c off which they had to book it in for repairs, they escalated my matter to c-insurance of which now suddenly they say the insurance does not cover it and they had explained that the insurance covers hardware failures and if the phone gets ******. I have been calling and not getting any responses regarding my matter.