Bad service

I contacted pineapple insurance Tuesday concerning my phone that I insured, i was called by an agent telling me I must take my phone to Samsung as it's not their problem. I complained to Bridget she said cell clinic will contact me to collect the phone it was collected last week Friday and I am the one who is always checking cell clinic everyday to check on my phone it's the 10 th day with out phone or not getting a proper answers. I am very disappointed in this company