Cellphone insurance

I have since reported to finrite insurance and telkom regarding my lost cellphone- from September 2020, I have repeatedly been resending the documentation, its end of November, I havent received any correspondence from them, however they still debiting my account. They not contatable anymore on the ***, can you guys advise what kind of ****a shop are you running because the service is very pathetic. It's about time you start failing to debit my money as well, this is the worst service ever.