pinnacle bad insurance policy

my wife has been paying for insurance with pinnacle for more two and she has never claimed anything for the past years. Now in March they ****** her her phone, she report it with pinnacle and followed every step she was told after waiting for soke time they called her to tell her that her claim has been approved and she will receive her phone within 3 working days on which they took more 5 working days. Today they delivered a wrong phone which understand not the one she insured now they are telling her many stories. she has spent more money for the phone she has not yet received up to now. She sent again documents they requested and are telling her that they will call her back the person who is supposed to assist her is busy. Their services is very poor we will surely cancel the policy when we get our phone. I advice those who want to take their policy for phones not to because they are useless