Insurance Claim declined want to had me ova

In the year I had a break in where by my 1 laptop i had with them got stollen. at the time i was in arrears but jst before then made a contract arrangement. I phoned them and find out wat documents i need to have for the claim. Cause i did not even know there was insurance on the product. I manage to get the Case nr and affidavit and documents needed. was also advised i must pay up my arrears to do the claim. and so i set a debit order for them to deduct that full amount. just to find out when i phoned in im to late for my claim. which nobody told me. Quite frankly i dont remember these dates i phoned in and the names of people i spoke to. now i send in my other laptop i still had for credit datbi just make a payment arrangement with the ballance dats left. Than this consultant tel me i have to pay the full amount unless they will hand me over. What kind of service is this. I emaild several times. nobody replies. I can give names of everybody i email dat do not email you back as promised. Teljoy is just the worse company to do business with. they promise u they will email u. they neva do. You ask them to phone you on times you can get to your phone. they neva do.