refusing to fixed my phone after i have insure with them for more then 5 years

i have insure my phone with Finrite insurance for more then 6 years i have been in contact with them from last till today asking them to come collect my phone and fix it they telling me they can not fix the phone because it doesnt switch on. They refusing to come and collect it to see what is the problem this is the worse insurance ever to cover your cellphone.The service is **** and you will regret it .