Pass the buck

My wife has a iphone 6. ***) She damaged this phone and because money is a issue she had to use her old phone Huwei phone. We forgot she had insurance on this phone.

Then I made an enquiry with Cellucity in kenilworth to find out if I can i bring in her iphone to get it fixed.

The insurance company calls my wife and tells her that they cannot honor the insurance and it will cost R5300 to fix the phone.

I went back to Cellucity to raise the issue and we found that my wife was still paying insurance on her old phone, the huwei phone.

This wasnt our fault. The insurance should have been carried over to the new phone at the time of her upgrade at cellucity kenilworth.

I am not happy about this, is this how honest paying contract suscribers is dealt with even if it wasnt my wife fault.

Can someone please assist us with a resolute to this matter, or direct us to the ombud.

so basically how she came about