Cellphone insurance not paid out

I lost my phone and I claimed insurance at Finrite . I was only waiting for them to call me to choose a phone because I had even paid the access fee only for them to tell me that I had not been paying for the FIRST SIX MONTHS since my phone had been insured . All this while I was paying through my Edgar's account now they have freezed my phone and they are making me go company to company whilst the mistake was theirs . Now I want to know , whose fault was it ?