First claim was processed second declined

in 2006 I took out 24 hour mobility insurance on my phone. I used the phone for a while and in 2011 I claimed against the blackberry. The blackberry had a 082 number in it and the claim was processed and I got a samsung replacement. THE CLAIM WAS APPROVED!!!! <br> <br> 2 weeks ago I placed a claim for the samsung as the screen was damaged. after filling in the forms and knowing that 24 hour mobility insurance is the best and their turnaround time is excellent they did not contact me at all. After 72 hours I called them and they let me know that my claim had been declined. <br> <br> When I asked why, they told me that it was because my phone had a 082 number in it and not the 083 number that was insured!!!!!<br> <br> When I asked them how they can process the claim in 2011 the first time with a 082 number in it they told me that the brokerage firm were lenient. IS THAT MY PROBLEM?? <br> <br> I dont understand how you can approve a claim today and tomorrow decline it. It is misleading to the customer and not allowed according to CPA!<br> <br> I would like to resolve this matter and do not have time to go to the ombudsman as that will take too long and I need a phone. I need answers and not the ombudsman tel no!!!! <br> <br>