Unhappy customer

On Saturday 06 February 2016 I misplaced my phone which is insured with CSurance. I called C Surance on Monday 08 February 2016 to lodge a claim. I spoke to Portia Nobala who advised me that I am not covered because the policy was cancelled and never reinstated. I requested the call and was advised that they don't have record of the call I made to reinstate the policy 1. Bad record keeping of customer information and data. Chanelle the team leader made me feel like I was lying about the reinstatement of the policy call and never apologized once the call was found. Now that they have found the call I have to settle the premiums which were never debited, however it seems to be a hassle to provide me with banking details. 2. CSurance does not adhere to the treating customers fairly law as their product does not perform as it was sold and I am not kept informed regarding the process. claims process should not be hideous and difficult like this and I feel C Susrance does not value its customer where managers provide responses as \ I don't know\" if they don't then who must. I want my claim to be settle and for CSurance to debit my account on the outstanding premiums,error is on your side"