Cellphone insurance gone wrong ,no after sale service

In 2016 my daughter used my Foshcini account to purchase a phone at our local Markham store where they assisted her without any hassle they also assisted her to purchase cellphone insurance, now in December 2017 the phone got damaged and we saw it fit to claim from our cellphone insurance on the 27 of December the claim was initiated it has since been 5month's of running after the staff of that store trying to get feedback in regards to our claim without any concrete feedback they keep saying they will do follow up ,so last week Thursday my daughter went to address the store manger regarding the claim and she was very defensive and told my daughter she would see what she could do.2days later and we receive a call that the claim has been declined due to insufficient information provided or wrong third party details .Now when we went to confront the store manager and the store assistant about the outcome and the coincidental decline they were very arrogant telling my daughter that there is nothing they can do if Fin right declined the claim the sales assistant was very defensive to a point where he and my daughter exchanged words not once did the manager try to show empathy or quiet her employee down ,claiming that we gave them incorrect details whereas we bought and took out insurance in that very store how can we feed the incorrect details when they are responsible for their paper work .my daughter was very humiliated and felt as though the two Markham employees were gangin up on her to cover their own interests.