Insurance *******

I purchaced a cell phone at American Swiss last year May which i insured as well. This year May the cell phone was damaged I took it in with all the necessary paperwork. Four months later after numerous calls to the store in Vangate mall where I purchased the cell phone, I receive a call from the store assistant that insurance was not deducted. I was astonished because on my statements I have 2 insurance values that are paid monthly. When I asked the assistant she could not tell me what the second insurance fee was for.

Is it my fault that they did not follow through with my insurance paperwork.

This is extremely upsetting that I had to wait four months to be told that i have not paid insurance and if i want my cell phone to be replaced or fixed I would have to pay all the insurance back cash. So what insurance have i been paying and why has it taken American Swiss 4 months to get back to me to tell me this info.