Disappointed and over it now!! Customer service need improvement

I'm 1000% sure claims call center gets told not to answer incoming calls. Has anyone ever been helped with the hustle.... Im starting to give up now. I have had an insurance with you guys for years now and when my phone got damaged 2 weeks ago and no one got back to me so I decided to call and follow up only to be told that I canceled my insurance. 1) I'm 1000% sure I'm not dumb enough to do that, and it really doesn't make any sense why I will wake up one day and do that when phones are so expensive. 2) the person I spoke to told me to go to my bank which I did and my bank (FNB) said they wouldnt do such a thing. 3) when I went through my back statement it does show that R200 went off on the 18 Feb 2019 but was refunded back on the same day....so it actually shows that the insurance hasn't been paid off since March like they say. It's **** because I never check my debit orders, but I can tell you right now I didn't canceled the contract.

Question: how does someone get to cancel the contract..., also is it possible to get a proof of that.

1 last thing is there a way of doing a back pay for all the months so I can do my claim.

Every time I have called my phone gets dropped as soon as someone picks it up.