cell phone insurnce that you cannot claim but keep paying for

i lost my phone last year when i went to claim i was advised that i needs to block to phone and to get a refrence number from my service provide as well as to get a case number that i got and i submited the documents to the jet store in NEWTOWN juction in johannesburg. i received nd sms from Hollard stating that i need to call them back which i did the following day and was advised that i need to pay up my account as i had an outstanding balance, which oi have done and when i tried to call Hollard again to enquire how far my claim was a refered to finerite, when i called finerite i was placed on hold before the call was ended this has happend 3 time already. it has now been 6 months and i have still not received a respobds from jets or Hollard or finerite about my claim but everymonth i pay for cell phone insurance for a phon i no longer have. this is completly unexeptable. i belief this is ***** and you do not get any responds from the stores as they keep telling you to all finrite.