Cell phone insurance

I took a cellphone insurance at Game but when I lost my phone it's now a mission to give me a new phone, first of all Game said they partnered with Hollard and the insurance was being handled by them" now when I have lost my phone am being told about Finrite! I sent all the documents that they needed to claim the phone but it got rejected. They did not even bother calling or emailing me I had to dig amd find these people for the update and I was told I won't be getting a new phone, when I asked why? The lady I spoke to said she will request an email to be sent to me with all the details that was a week ago and I haven't received any email! Am sick and tired of Game, hollard and ****** finrite I want my new phone!!!! You can't be taking out money from my account every money then give me hassles when I have lost my phone. I sent all the documents that you wanted and I am waiting for a new phone!!!!