Outsurance let me down badly

I have been a client of outsurance for more than 20 years. I have never skipped a payment and I rarely claim. The one time that I needed outsurance to assist me and use their discretion they have failed to do so. Due to a small oversight they are not willing to assist me in replacing my cellphone that was ****** which would not have cost them more than R15 000. Which is much more than than the hundreds of thousands of rands they have received from me in premiums! They have just lost me as a client.