Cell C
Dont want to replace on c sourence

I upgraded at wonderpark branch and the day i got my phone cellc called and aranged my insourence on the phone, with c sourence. every month before i pay any of my things i make sure that my phone and its insourence is paid. and now after - 18 months my phone got, i did everything they required and send it to them. and all they have to say is sorry this phone is not insured... after i never missed a payment or anything. please help...