Arrogance

In January my iPhone was upgraded to an iPhone 6. I immediately contacted Discovery by email and requested that my phone be placed on my policy. They responded with a request for my serial number which I supp**** and EMIE number which I did not know were to find. I communicated this in my email response. They sent me a reply that one of their dedicated agents will handle this. I felt relieved that my phone was covered, that is until the 11th of June when my phone was ****** at Melrose Arch. The smug response I got from Discovery is that my phone was never placed on my profile - this is a R 12000 phone. What arrogant people it is that we deal with?