Annoyed & frustrated!

I took my phone in on Sunday the 9th June which just died completely & wouldn't go back on again - the normal procedure was done as in the consultant asking me questions and then filling in the forms in order for it to be sent away etc - how do you ask a customer firstly - what you like them to do? secondly - I was not asked if i have insurance? So a couple of days i called in to follow-up and them checking the system for feedback - I'm told a quote came back with a substantial amount? But i have insurance i said - The consultants says - but you never told me you have insurance??? Now how? So because of that, it's been nearly 3 weeks that I'm waiting - I am so annoyed!