CLAIM REJECTED

I have an game insurance(Hollard) ad paying every month. R60 has been taken out of my account. I had bought Sumsang J2 at Game I lost my phone now when I put in a claim I am being told that my policy has Lapsed.

I remember calling in sometime in January saying that I do not see the payment and the gentleman who was assisting me said I have nothing to worry about, according to their system all is well. And if there was anything with my account I would receive an sms or some sort of communication, And also now I see that payment also went through again on the 25th of January, Now I am being told that my account has lapsed, If there was any problem why was there no communication as it was suppose to be done. (professionally)

I need a new phone and I paid my account, If it can not be sorted out can I get all he premiums I paid, I do not understand why is it so easy to want payment but when we suppose to be helped when in trouble it should be a problem.

FINRITE accounts department are not professional, why was I not made aware of the problems on my account I do not how this service works Why is Hollard rejecting my claim when I am not even at fault?