Pineapple has left a bitter taste in my mouth

In November 2021 my 2 daughters were ****** off their phones on the way from school, put in a claim and it still has not been paid out. They requested POP for the phones and IMEI numbers, they were used phones so they did not come with a box or receipts as POP, was only able to retrieve one IMEI number as only one child remembered their icloud credentials. When we took the cover in 2020 all these things were not required just that we send them the IMEI number and a picture of the phone which was done. All information has been provided but the claim is not paid and to top it all off I asked how i go about cancelling my cover with them and the next thing I receive notification that my insurance policy has been cancelled......I never cancelled anything, I just enquired and they still have not responded to me. Now my phone is broken and I wonder of they will pay out on that since they have not paid out on my November 2021 claim. I am not happy and I feel I have been taken for a ride yet they have all this information that they want on their systems and my uninterrupted monthly payments