Paying for a device that is not working

I have an account with Altech Netstar since Feb 2016, and I have been paying my monthly premium without fail. On Tuesday I decided to test if the tracking device on my car is working, and I called Altech’s customer services. Today I was told that my device is not working and not responding. I am surprised to hear that I have been paying for the past 20 months for a device that is not working. I hope you all know what the implications are for this for my car insurance. How could I ever trust any Altech’s device that I need to purchase, if something like this was allowed to carry on for that long.