Cellphone insurance

I'm very disappointed with service of issurance. I'm a loyal customer of TFG for more than years and this how they repay me? I booked in my device to repair the screen. After almost a month I had to call them for a follow up. My phone was apparently mixed up with a other device and top it all up they said they have bad news, my phone is beyond repairs. I refused to accept the new phone and demand that they send my phone back. Now I have my device the one which they claim is beyond repairs and guess what is works perfectly fine? Samsung A31 is still on the market what is the reason for not fixing my device since I'm still a paying customer? I won't recommend anyone to take out insurance at any of the TFG stores.