Disappointed with the service

I am so disappointed with the service. Firstly I am paying for 5 cellphone insurances and only have 2 phones and nobody can tell me for which phones the other 3 are for. And I bought a phone for my grandson on my Fochini account, but when it was his birthday he got a Iphone so I took the phone and used it myself. I am paying it every month on my account and I was the person who lost it but when I wanted to claim it took them over 2 weeks and after so many emails and phone calls, they tell me that my claim was rejected because I was using it and not my grandson. Which does not make sense. I bought, I pay for it, I used it, I lost it but it was rejected because I told them I bought the phone for my grandson. It should not matter. And nobody told me that I have to let them know when the user of the phone changes. This is so disappointing. The phone is barely 6 months old. I have never experienced such bad service from a cellphone insurance.