Worst service to date

I submitted a claim for my cellphone that was ****** on the 9 January 2018. According to Game Finrite, under Hollard. It takes them 72 hours to respond back to claims. I repeatedly sent emails, made calls and i received no response. On the 15 January 2018, they deducted money, i still had not received any response. Today is the 15 again, money was deducted, i call them....the lady then says, my claim was rejected yesterday. So if i had not called, when was i going to be informed about such? secondly, i must go reverse the debit orders myself from the bank. For me this is the worst service i have ever received, i also dont understand, how they kept deducting insurance money for a phone that i have claimed that i have lost.

Anyone who can assist me on how to handle this matter?