To answer your question, " How does insurance work ? " Simple, you hand over an extortionate amount of money each month/year etc. One day, if you're unfortunate enough you will need to make a claim and they will do their damndest to wriggle out of paying out or take so long to do so that you have given up hope, grown old and senile and forgotten that you ever made a claim in the forst place. In the meantime they will increase your policy price annually to reflect that you have had the sheer audacity to make such a preposterous claim, when you should know better than to want to use some of that insurance scam that you hand over each month/year.
That's how it works.
Other insurance companies are available to scam you, please don't be angry when they do.
Shouting down the phone, threatening death or similar kind deeds does not get your claim paid any quicker.
If you are very lucky, you will even be able to speak to someone who speaks the same language as you do, but i can't guarantee that, unless of course you actually originate from Bombay.
Have fun.