Insurance Problems

In July 2015 I upgraded my contract and received great service from the store. We completed a sim swop and after a week I still didnt have network coverage. After numerous calls and going from store to store no one could help me. I then put my sim card in another phone only to discover the sim card was fine and the phone was faulty. I receive a new mobile after a week and less than a month later my cellphone screen cracked. Luckily I had insurance. I emailed the sales representive and she helped me greatly as my new phone information hasnt been updated as yet. I have filled and signed the forms needed and yet after three weeks it hasnt been changed to the new details and I have been contacting her for two weeks after our last conversation she hasnt gotten back to me. I have been treated very well in the one regard and now I am quite disapointed that I will be paying for insurance and a contract for this month of a product I wasnt able to use. I am quite unhappy in this regard as I expected feedback to say the least.