Cell C
CELLC - C COVER NOT WHAT THEY SAY THEY ARE

I have been with CellC for 4years with Insurance and paid my insurance every month. My phone was and I contacted CellC. They then informed me that I must report the case to the Police Station in order to get a case number, which I did. I filled out all the necessary forms with the case number stated clearly on it and handed it in at the CellC store in BlueRoute Mall, Tokai, Cape Town. I was informed by a CellC Customer Service Assistant that I will be contacted back which never happened. I then phoned CellC again after about 3weeks and was told that I cannot claim due to my SIM not having been in the phone at the time of the incident. CellC, what is the actual reason that I cannot claim and why did I pay Insurance for such a long period of time? I am extremely upset with the service I received after having paid my Insurance EVERY MONTH!!! Can you please help me and advise me with further steps to be taken.