Terrible Service

Terrible service and experience received from this company; I insured my iphone 11 from 2024 until this year 2026, I lost my phone over the weekend and visited Game which is closer to me, I then decided to go to Galleria yesterday which i recieved worse service, the consultant that assisted me with taking insurance wrote down an incorrect serial number and according to them phone was not insured but I have been paying for over 2 years. Some one needs to take accountability i need a new phone not stories. Can I have this matter sorted immediately