insurance not activated and now cannot claim

I upgraded my contract on the 1st April. Wanted to take insurance out as well however the consultant stated that it's not possible because there is a problem. They had system issues and I could not set my limit of my contract as well. I then went the next week to add insurance as they advised me to. The consultant then could not set it up again as the one I number does not correspond with the product that I got because it was a bundle and it was a different number that they need and it was on the box. So I was sent home again without setting up insurance. My phone then got ****** on 23rd April. There was then no insurance to claim. When I went to the store in Canal Walk they stated that they cannot assist me as I didn't sign the insurance. How it that my fault. The phone wasn't evens a month old and now they won't help me because they sent me home as they gave me the wrong details to bring. I would like a new phone because I was told to blacklist the phone when I stopped my sim card. However the consultant at the store stated that I never suppose to do that. They told me to do everything and now they don't want to assist me