Insurance claim

I have never had such a unproffesional service before. I lost my phone this week and sent in my forms to claim and get a new phone. I got my s10 in February this year where all my forms were sent through to finrite to update my policy and change my phone insurance from an s7 to a s10. Due to the lack of work on finrite side. They never processed my forms and now are telling me I cant claim for my s10 even though I have proof all forms were sent 6 months ago! As well as they are telling me I have to pay a back log of the difference for insurance of the s7 to the s10! How on earth can a company that didnt do their job now make it my problem!!! The service centre was appalling. Calls were dropped. No one could help me and kept telling me it's my problem and I must deal with it and will only be paid out for my s7! I then asked to be put through to a supervisor several times. I then spoke to a supervisor that said they will call me back. I am still waiting!i am absolutely disgusted with their service and how they cannot help their client even after it was their mess up! I will never recommend them again. I am still now in the same position where I dont know what's happening and being told I'm not being paid out for my s10! Finrite your service is disgusting and the fact that you cant fix your mess up is even worse!