Poor Service

I had an insurance policy with them since 2017.In Nov 2020 my cellphone got damaged, I put in a claim which was unsuccessful. It was not declined but they kept on saying I must send documents which I did and at the end they never respond. I had a ref no for the claim. I kept writing to them via dms on Twitter and they just stop deducting the insurance money without a letter of cancelation from me. I've paid insurance for 4 years full. I've been a loyal client since 2013. This is the last contract I have with them