Insurance *******

I dropped my phone cracke the screen. I decided to upgrade rather then reapirt the phone. when i sent it in they delclined it because of usage, because i was using a new phone therefore that phone was no longer insured. I explained that i have still 2 months to pay and i never cancelled my insurance on that phone. Now they increasing my premium from R283 to R390. I called them to query this, it took 22 minutes to answer. They said the system does that . I said i needed to speak to someone else. They dropped the call. HOW BAD ARE THESE ******* AGENTS