Unpaid Claim

I have a contract with you guys, I lost the phone 2 months ago. I was paying for insurance and when I'm suppose to claim and get another phone back I'm told that they can't give me another phone back because the contract Sim was not on the phone which is untrue, I was using this Sim card from Stat of the contract till I lost my phone. I'm gonna take this further I will never leave you guys, to reap me off as I never missed my premium on the phone and insurance. I will take this to the head office or even come to the offices at woodmead. You guys are useless and your agents are worse, it's like they're not trained because when you call them they don't even know what they talking about.