What do I need to do to get something remotely close to the service that I’m paying for?

Hi Cellucity, I pay your corporation a monthly insurance premium and, I’m curious about what else I need to do to be treated like you aren’t doing me a favour. I’ve been disappointed on two occasions recently. But there have also been a few other times in the last few months. At best, the service and turnaround time has been pathetic. Two weeks back I took my phone in to have my screen repaired. The paper work was done, I gave my phone in and I was given a job number. I was told that I’d get it back on the same day. Three days later I hadn’t heard anything from them nor had my phone been sent back to me. After countless calls and unreturned emails, I finally got through to one of the consultants and they told that the reason why my phone hadn’t been fixed was because they’d been calling the wrong insurance company although I’d made it very clear that I’m insured by Cellucity and I’d emailed them the necessary insurance documentation as per their request. Even once this revelation was made my phone wasn’t fixed so I went to fetch it. I took it back in yesterday morning, to try and get my screen fixed again, and I was told that it would take an hour to get it fixed. I called in at 16:30 to find out what was happening because surely it was ready for collection and if there was a problem then they would have contacted me right? Nope! They didn’t. I called them numerous times and sent emails asking what was going on but nobody had anything helpful to share with me and my emails weren’t answered either. When I finally got in touch with them, they told me that they were waiting for me to pay before repairing the phone although I’d told them that I’m covered by Cellucity and sent them all the necessary documents of my approved claim. Yet another day has gone by and after struggling to get through to them I was finally told that my phone has been sent to the head offices to get repaired because the iPhone doctor is on training. So, yes. What do I need to do to get something remotely close to the service that I’m paying for? Thankx