Finrite are ****** when it comes to claims

I took a phone in for repairs at Edgars under my insurance in June 2020. 30th June 2020 I received notification that they received the device and allocated to a repair centre. Been trying to get hold of Finrite to no avail been to Edfars Cape Gate thay cannot assist eithef . Thd fact that £ bought the phonecash and am paying my premium via debit order is what Edgars says makes the matters worse. How is that even a factor. I am really ****ed off with Edgars I do not know who Finrite is but I know who Edgars is coz I took out the insurance with them. Can the insurance Ombud not assist in this matter there are so so many complaints about this company.