TERRIBLE CUSTOMER SERVICE

Having to make contact with this insurance provider is dreadful! How can it take more than 3 months to get a claim sorted? I went in to the store to hand in my device and i get there and am told, no i cant submit because i received a new device from Finrite so they do not have this device's IMEI on their system and as such they cannot book it. Why are these two data centers not in sync with their information? I'm told to send an email to the insurance, i did not receive a response for more than two months either to ask me if my request had been processed in that two months!? Really? Another month has now passed since i responded with a no. My device is stil not fixed yet, I pay insurance every month. Honestly. disgusting!