Hollard rips off customer

I bought a phone from Game and had it insured by Hollard same day after purchase at the store by a Hollard consultant. A year later the phone was ******,I then went to the police station and made a report.i sent them the police report and slip of the phone as it was required for the claims process.after a couple of weeks they got back to me but refused to pay the amount worth of the phone,their consultant made a mistake when insuring the phone now they refuse to pay the amount and are now holding me accountable for their mistake