paying and will end up not getting nothing cos I don't have a reference no.

I have been paying insurance for the past 1.6 and I lost my phone,when I tried to get my insurance was told it basic life which means the amount I payed for my phone will be payed back fine I accepted, but when I bought my phone it didn't have similar card so I used my contract sim when I tried to call services provided I was told that my no doesn't exist. Made an affidavity but the insurance won't pay cos I don't have reference and case no.