They keep on declining my insurance claim

On the 10th of june 2015 I lost my phone. The following day I went to Fashion Express to claim but it was declined they said my insurance is not paid up that is the reason. They said insurance is included to my monthly installments i cant pay it separate. I pay my account every month I don't miss a month.<br> I called the insurance department they said mPy account is blocked. Went back to the store they said they blocked it because the time I opened account I ticked that I was not a permanent employee. They didn't notify me by sms or email about this blockage it was a surprise to me. I gave them my mini statement to show that <br> I was paying as R52 was appearing. Still there was no difference. I paid the outstanding store balance in full to my surprise after that got an sms saying I owe R52 for insurance and they will keep on deducting it from my account. I don't understand because they declined my claim.