Unsetifaction with the issuerance

My daughter and I was ****** of our cell phones Huawei y 90 and we reported to the police . We got a case number My issue is when I took an insurance with them I was never told that there will be a Levie which is almost like buying a new phone. I was assisted by Elise and she gave me the best service another issue is that they refuse to give my daughter another phone.. they are *****'s