Cellphone claim

I always associated the Discovery brand with prestige and premium service hence over the years I have heard a few products with them because to me the brand commands reliable and trustworthy. I have never had to feel the need to cancel due to customer service or the way my claim was handled until now. I struggled for two weeks without a phone, and I had to follow up a few times. The claim process was intense, and it made me feel like I am a *****. I feel that I need to move to an insurance that is more empathetic and less invasive. When I informed the assessor how the process is making me feel, she said "You never know what a ***** looks like" I did not understand the recording of the assessment as I felt just phone call would surface. I have had my household contents and portable possessions insurance for some time now, never skipped a payment, now I have been informed that it could be because I recently took cover and now, I am reporting an incident. the only thing I recently did was to update the insured mobile device which is something that we all need to do regularly. There is no suspicion about this action. I had replaced the phone I had initially insured. Due diligence was not done so my cover just dragged for two weeks. I am anxious about how it will be if I am to claim for vehicle or household breakings God forbid. We take out insurance for peace of mind. I pay all my premiums with no issues and even on increases I hardly complain so i honestly did not expect to be treated in this manner.