Very bad service

In August 2018 I bought an iPhone 6 and in October 2019 I gave the phone to my wife and I called the insurance department to notify them about the changes. They send me forms for my wife to complete she emailed back the forms on the same day. On the 2nd August I submitted a claim for repairs and it was declined saying we used the wrong SIM card in the phone because they never received the forms from my wife. We proved that the email was sent and we still didn’t hear anything from them. Finrite insurance needs to deal with that individual that didn’t do what he/she was supposed to do