phone inurance

i have take a contract phone at telkom and telkom gave me cell direct as my cell phone insurance ,i have lost my phone and call cell direct they say they are invistigating they will come back to me after two to three days but they didnt come as it was only me who was calling them about my phone until they said they decliened my request as they dont pick anything from the sim card they said i have use other sim card in that phone which is not true the day my phone was ****** and before i eas using the very sim card that was insured with a phone .and they have never came back to me to tell me thgat the request i declined untill i phoned them cell direct is a bad insurance. they are laying i was using my sim card in the phone i was always paying my isurance but now they dont want to give me my phoine <br>