Why bother?

I March/April I upgraded two contracts. Two Iphone 6's - one for my daughter and another for my wife. We contacted Cell C and requested insurance on both phones. On 27th July 2015 my daughter dropped her phone in the toilet. We took it to Cell C and received an sms stating that the phone would cost R6600 to repair. We stated we had insurance on the phone. Now Finsure says that the one phone is insured but not this one? How is this possible when the insurance was done on the same day? The gentleman I spoke to at Finsure was incredibly rude stating that I must take responsibility for my own financial affairs and that I was rejecting the debit order. How is it possible for me to do so? I require urgent assistance otherwise I will be taking all my contracts to another service provider as this is totally unacceptable. I have checked my bank statements and NO debit order was even put through for this phone and NO debit order was stopped or returned by me ever.