Disgusted and appalled customer!

What a shocking and disastrous experience with Cellsure this morning!! I am appalled at the customer service received and lack of communication between the employees. In November 2015 my iPhone was ******. I put the claim in, it was processed and I was deliver a new iPhone from Cellsure within a few days. Now in April 2016, I have a cracked screen on my new iPhone and need to have it replaced. Upon calling Cellsure on Thursday and Friday this week, they told me that I can claim and they referred me to the apple doctor. Thomas from Cellsure who I dealt with on Friday assured me that my claim would be processed - this being on the IMEI number of my new phone. He checked their system and the new phone details were apparently in place. This morning when I took my phone to the apple doctor with my completed claim form I filled in, my new screen was installed. I went to collect my phone and was told that insurance declined the claim as the new phone details are not logged on the system!! I then called Cellsure to ask what is going on, and they could not give me a solid answer. Noting that I have proof of insurance change on my new phone with emails dating the 24th of November, with two follow up emails thereafter. I got a call in December saying that all details were updated. Now due to this, I do not have a phone until Tuesday, because the apple doctor cannot be paid. I was told by Cellsure that they will have to wait for the managing directors of Cellsure to return after the weekend and public holiday, and then they can investigate the situation. This ordeal has left an extremely bad taste in my mouth with Cellsure. There is clearly no communication in their offices, which has now caused me major inconvenience!! They say that "claims are effortless", which is untrue! I would like to know how Cellsure is going rectify this, as well as compensate me for the inconveniences caused!! Their internal problems and miscommunications are not my problem and it should not impact me like it has!!