Worst service

In 2017 I bought a cell phone and with it the insurance. Game@finrite updated my bank details but failed to update the policy holder , for 4 years i have been paying for insurance on my cell phone. When I lodged a claim in November I was advised that Hollard has rejected the claim due to the policy holder not being changed. How do you deduct from my bank account and reject a claim based on Finrite not updating the policy details. I have sent an ID copy of the initiate policy holder as the policy was still in her name , I have sent an avadavat and the necessary claim documents required. I have sent an email to Hollard Insurance *** disputing my claim and I have still not received a response after 2 weeks. policy number GMPOL*** Natalie Adams