finrite insurance refusing to pay back my phone or my money

On the 16th April 2016i lost my phone. Due to my kind of work and the hours I work I could not report it immediately,however on the 23rd April I managed to go to the police station and report the phone I then went to cell c for an ITC number.at that point i did not have the box with me,i was then advised to call csurance to get a IMEI number someone from csurance provided me with the information I needed again I missed placed the form then I had to fill in nee forms,I called csurance spoke to katleho who was not willing to assist at all and this was the second time being assisted by her and she always provides me with not so good service, I called in again and spoke to a guy whom I forgot his name I explained the situation to him as well he then said unfortunately he can not assist me with the IMEI number I turn asked him how am I suppose to claim from the insurance if the forms are in complete he then placed me on hold then came back after 5min where he still did not have what I asked for I had to explain myself to him again,than all he said he will give me the IMEI number and he placed me on hold,the next thing i was in a phone with someone else the team leader Chantel I then had to explain myself again to her Chantelle told me that I am not covered with the Insurance(Csurance) due to the fact that my contract expired with cellc August 2015 I then asked her so why were they still deducting money from my account if I'm nit covered,Chantelle then said I was paying for insurance I then told her that the answers she's giving me are not relevant at all if they Can not processes my claim why cant they not pay me my money back as from the date the contract expired,Chantelle reassured me that there's no money or any phone that I will be getting from csurance I then told her that they have been *****ing from me because they been deducting R175 every month but they are aware that I'm not covered, she told me that I was suppose to call them and notify them of the cancellation of the contract with cellc, she then said that communication was sent to me on the 25.02.16 regarding changes and amendments of the contract I can not find anything from hollard or csurance of that nature,after this horrible service from call center agents to supervisor I still need to know whether you people are going to reimburse my funds that have been deduced for 9month without cover or should I rather take this further I need clarification asap *** yolanda