Poor service

I took insurance for my phone with Csurance underwritten by Hollard and when lodging a claim they are taking me from pillar to post and they go on to say that my policy was canceled which is not true .upon asking who canceled my policy they can't tell me,they say their system just gives them a reason but doesn't say who. How is that even possible, why is there no trail of the cancelation.? This entire week iam not getting any help