Pathetic service

I contacted Finrite on the 04.02.2019 to advise that the cell phone that I have insured with them screen is cracked and wanted to know what the repair process was. Only by the 22.02.2019 I received the relevant document to take the cell phone to the store. On the 26.02.2019 I received confirmation that the device was at the repair center. On the same day I received another message indicating that the device was out of warranty. I emailed requesting feedback, to date Finrite has not been in touch. The repair center requested that I pay over a R1000 to have the screen repaired or I need to pay R190 for the assessment as the device is not insured. How is the device not insured???? I am really upset. This is truly unacceptable. While I was waiting for the document, nobody contacted or made aware that the repair will not be covered. Now I am being held liable for an assessment fee. This is pathetic service.