Bad service

I am currently having a bad experience with this insurance. I covered my phone and my laptop and have been paying. The laptop got ****** last week which was a gift from my ex partner. I advised the agents and only now they are mentioning that my claim cant go through due o not having proof of payment and what i don't understand is that why did they continue debiting and having my policy as active if when i try and claims there would be such problems? What's the point of covering something and paying for it if you wont be assisted. So disappointing!!!