I think on the sounds of that it was customer care because insurance can’t cancel services and customer care can’t initiate insurance claims.

In terms of the cancellation, a service suspension and sim replacement is what should have been offered to you and you should have been prompted to either call insurance or be transferred to insurance.

In terms of the final bill, if it was out of contract, it’d be interesting to know what the $800 was made up of. You would still have an Optus account, but it would be empty. The only thing that would still be found is old contracts. As it was so long ago, you’d be hard hit finding old pdf bills in the system. As bills age, they will eventually lose their pdf copy (which is where the breakdown is), and will only show the amount and billing cycle dates it was billed for. The system they use typically holds 12 months worth of pdf bills.

What I would have personally looked for is the last 12 months of pdf bills where the direct debit stopped, the contract for the plan you were on (mostly for dates and plan name — the contract won’t list the end date but it will have the start date), and service change history to see the IMEI in the insurance configuration and if insurance did indeed continue to be billed (but this wouldn’t be available anymore as the service wouldn’t be active). If you were one of the blessed ones that had your My Account Online (the online account via the website, not the app!!) working and set up, old bills and contracts may still be available to you via self service.

This probably seems like way too much information but to know what exactly happened and breakdown the $800 is to know what/if recourse is available.