Poor Sloppy customer service

I have a contract with cell c and i insured the phone with c-surance but surprisingly when i tried to claim my lost phone i was told im supposed to contact finrite to obtain pod, of which i did with no success. When i told the consultant she rudely told me there's nothing she could do and she was so insulting and loosing her cool with me instead of explaining better to me .Its over 1 month and 2 weeks now,surprisingly they deduct their premium every month.. Their customer service is appalling..why should i play middle man when i should only be dealing with them as they are my service provider??? How in God's name should i know who they r affliated with???? How is that any of my business??,??????