Bad customer service

Hi I have been paying insurance for my phone now I go and claim and iam told I have been paying insurance for the wrong phone. The phone I am paying insurance is in the store. Now the store is telling me that they will not be able to assist me. Branch manager phina promised that I would not be assisted and she doesn't work with phones. Now head office says that they are unable to assist me I should go back to the same store where I was promised by the branch manager that assistance I will not get. Why do I have to pay insurance for the phone that they have in the store?