terrible service

I have had a cellphone insurance through edgars since 2012, this was for a blackberry 8520. i have changed phones multiple times since then and i have been unable to get through to anyone to update the policy, when i tried to do it in store they say they i should call the call centre to make changes, when you call the call centre you never get through. i now tried submit a claim for a Huawei p10 with F0ortunate Nckwane and i am told that they can not help me, surely if you can not help me with my claim then you should refund all the premiums that you have collected from me, please urgently respond as my next step is the ombudsman