replacement of a cellphone still waiting

I have been paying for this insurance for the past 4 yrs and never claimed<br> on the 6/09/2015 i reported my lost phone and they required the documents that was used to exchange my blackberry phone i bought it was faulty and was exchanged 2x the documents remained at the store and the i.m.e. number changed and was not aware that the store never informed the insurance now they delayed my claim because of that finally they got hold of them then they stated tricks saying i'm covered for 3500 and i've been paying a 5000 cover when i tell them i'm paying for 5000 cover they said its technical problem sorry i need to pay 15% of 5000 and then when i took the cover no one said anything about access fee when we check with the store they say its 10% again technical error i then paid still waiting for the phone till today i'm soo angry please help I.D ***