Edgar's Mobile device insurance

I'm have be Edgers client over 10 years now and in that process I took a cell insurance deal with for 2015 till today under hollard. About two weeks ago I make a claim for my lost phone. Hollard denied my claim through a email I received with contact details if I need to contact them. From the morning I have use the number from email pdf let with contact details *** if you I have any queries. But I found myself going back and fourth between this two numbers *** and ***. To hight one thing, I have never made any direct payment to my insurance hollard but Edgar's does all pay for my insurance on my behalf since 2015 and don't even know the deal between Edgar's and hollard have but now my claim is not being processed because the are month that payments was not made on those. And now costumer service keeps dropping my calls when I start explaining my situation. I don't understand what they want me to do...

Claim number : SC02064 Policy number : EDCO***