non activation of insurance

goodday<br> <br> at upgrade for new cellphone, insurance forms where completed and signed,now that cellphone is broken<br> they claim insurance was cancelled due to no usage,could not use phone because it was already sent back for software crash.called customer care insurance cannot be cancelled without consent,which i have not given...<br> now i have to pay out of my pocket and they dont want to help me<br> <br> thank you