Unfairly treated client

I have been paying cell phone insurance with my store account. I settled the account and closed it. before i did that i called finrite to inquire if i could change the payment method from being billed on account to cash. I was told it is possible. i have recently claimed for cell phone repairs. The access is R800. I called to ask why is the access so high. i was told my policy is new and i was enrolled on the date that i asked to change payment method. I had no knowledge that my policy was cancelled and re enrolled. I contacted finrite to change payment method only. Their complain department is failing to explain why my policy was cancelled and why is my claim not considering all the months i paid on account.