Refusal to pay for a cellphone insurance

I bought a tablet with another service provider and insured it with Edgars stores. The tablet was damaged and I claimed for it and it was replaced by the insurance company outsourced by Edgars. I then went to the store to change the insured tablet for a Samsung S5. My phone was ****** recently and I claimed however the insurance company appointed by Edgars is refusing to pay due to the fact that the details of my phone were not updated by the sales person but to my surprise the insurance premium has increased. The store is refusing to take responsibility and admit that there was a system error from their side. Even worse I had to wait an hour before I was assist as I was told that the store manager was in a meeting. I am buffled by the kind of service I have received and the fact that 8 have to suffer for the sales people who failed to do their job properly. It has been a week already however nothing has been done regarding the matter. I am disappointed in the service I have received thus far by the store and refusal for them to take responsibility for not updating theit system accordingly. Yet I am paying for the insurance monthly