Bad costumer service

I bought a phone at cell 2022of wch it was a double deal,and I asked for insurance yes it was added I was using a cell c sim I asked them to continue using my number thy said it's fine,nobody told me in wch phone I need to put my sim. I received a pink and silver phones then I was using the pink one.now that it's lost I'm claiming for it thy telling me that that was not a main phone the main was silver I told them that the consultant did Tel me wch phone I need to use as main . Thy saying at costumer service thy can't help me my claim is not approved thn I asked for refund still thy saying thy can't refund me of wch it's not fair I'm paying everymonth.is this the kind of service we need to receive from insurance or is this a ****. I'm really not happy about this

Regards Tshidi