Cellphone insurance

Good day my name is Lochrcia Mrubata I've got a cell phone insurance with Holland so last week Thursday I went to my nearest Edgars store to submit my claim forms but was told to come back the next day which was Friday and I did as advised now the problem is the cellphone insurance doesn't appear in the system however since my last claim in 2018 I've been paying the the monthly fee of R104 but now they are giving me stories that i must call the next day and all I want is a phone and not stories