Unhappy with service

I had an insurance for my phone under Edgar's account which was a staff card and I left the company so everything was transferred to a normal account and only to find out my cellphone insurance was not transferred so when I claim because I lost the phone I was told I am not paying for this claim which I had for almost 2 years . My problem is they blocked a staff card and did not tell me the insurance will be inactive I continued paying the opened account unaware of the insurance it's been 6 months Edgar's trying to solve this matter that I feel like its not my problem that your staff is not competent enough to do their job. Edgar's is sending me up and down