Cellphone lost

I had bought a Samsung galaxy note 2 from mtn in hemmingways east London,they asked if I wanted insurance I said yes they apparently put me under 24hour mobility at the time I thought it was mtns insurance company,they (mtn) told me if I ever had a problem with the phone I should bring it to them,well I crack my phone screen on the last year of my contract with mtn so I claimed from the insurance I sent the phone to mtn who told me they dnt fix phones and I must call 24 hr mobility after a long hassle I did,i had to pay an excess fee which I was never told about of 150 which I paid they sent a courier company called the courier guy they cam looking for a pumla and my name was cuma they took the phone and I had asked 24hr mobility when they think ill get my phone they 1st told me its irreparable then they told me they had lost the phone via the courier company and didn't want to tell me cause they were afraid that it will make me upset,lol then they offered me a galaxy tab 3 I refused cause they had said they would replace my phone with the same phone I had,they had then offered me a galaxy note 3,i have cancelled my 1st claim turned into a disaster I don't trust 24 hr mobility