being forced to pay

I lost a phone in November when I claimed my claim was declined in November and in January when I get in store pay my account I found out I have been billed for November and december were else my insurance claim was declined, I called spoke with qeuntine mng on there 7th January but they still insist that It was not declined, worse no one communicate with me and I have to send them a proof that it was declined but it is the third party company that they work with.