Worst service in the world Cellc Insurance.

So I have had my contract with cellc for over 4 years now in my 5th year with my 3rd phone.

so I have been paying insurance for almost 5 years and never made a claim.

The Beginning of this year I upgraded to a P30 few months later the phone was lost and this is when my problems started I did everything they told me to do. I blocked the phone opened up a case and filled out all the forms in store this was sent off for insurance claim.

months later am calling them to find out what the problem is now they telling me to call the store where I took out the original contract 5 years ago so they can get the insurance documents I filled out when I took out my first phone. the more I tell them there wont be any because I had to call the insurance team to set it up over the phone in the first 30 days.

They deduct the money every month so where does that information come from. the customer service is the worst I have ever seen and I work within a complaints department so I know what am talking about. One thing that they need to understand I will not leave this as is I would like a new phone or all my insurance payments back.