Monitor insurance Admistrator must fall

I bought a cellphone for my daughter in Game and wanted to insure it, I was given Monitor insurance Administrator's formed, joined and paid every month. After a year plus, my daughter's phone broke and took it to Game, where I was told that I should only fill the forms and send it to Monitor and I did that, paid all the money that I was requested to pay, in October, I was told that the phone was beyond repair and I need yo pay again and I paid, even now I still haven't received that phone, all am hearing it's stories. When I call I told to hold forever.