No compassion for the elderly

I am complaining on behalf of my father he is 62 years old an have had his cellphone insurance with 24hr mobility he always had cellphone insurance and when he spoke to there consultantsalmost 6 years ago he signed up with the he never skipped a premium even when he went on pension, he had his first phone accident a few weeks ago an when we completed the claim form from the internet a consultant called him back within minutes an explain to him he does not qualify to get his screen fixed by them as this phone was kit updated on there system an his phone of six years ago was never updated he was never told that before. My father never received a contract an the consultant said she will post it it's been over a month an nothing not even a follow up I can't contact them as there call Centre is closed due to the lockdown. I can't belive a company is this unreachable and so insensitive for one my dad a pensioner, two he has been a loyal customer for years. I am going to take further steps legally yes it is just a phone screen that is cracked but the treatment is disgusting.