Poor service

Took a contract out with telkom for a Samsung s8 been paying the phone for a while until I got picked pocket..still currently paying it but they refuse to pay out the insurance now they telling I can't get a new phone in order to get one I must take a new cell phone contract out I just find this to be poor service because what's the point of them debating insurance but not benefiting because I no longer have the phone and what makes it worse they starting to debit money than usual...Please help!!!!