Markham TFG (Bash) cellphone freezing

Bought a phone on August 6 2024,phone started freezing and tried to return it on 11 August 2024,I was told since I have an insurance I have to claim from them and can't return it and not take anything..I need to return n take another phone of that value.what madness is that and by the way the phone is still within 7 days. Tried calling customer care it's like they don't care