Charging for a new sim card when I had insurance

On 14 May 2015 I had the misfortune of loosing my mobile phone. I went to your Pavillion store to register an insurance claim and get a replacement. I was charged for a new Sim card. When I queried why I was charged as I have had Sim-Sure on my account, I was informed that the system indicated that I did not. Even though I am been charged for it every month. I was informed that they will look into the matter and get back to me. I phoned the store and was informed that the Admin person in the back office was not in.<br> <br> Please can this be investigated and refund me the money.