Do not insure Arghh!!!!! Mobile phone

This company Fonesafe DO NOT INSURE WITH THEM AT ALL - years ago they were rubbish and then they improved a bit now they have gone back to square one. IMCOMPETENT

I have put a claim in with them and the service is appalling and telling me and 2xmembers of my family that it is a new phone coming out, in actual it is not a new phone it is a refurbished phone that they send out-mine arrived with a freezing screen and not working properly. Still waiting for their packaging to arrive to me since they said they sent it out on 19th May special delivery so I can return faulty phone back to them. I do not believe they have sent this packaging out at all otherwise it would have arrived by now. 
Anyone else had problems with this horrible company and yes in the near future I will be sacking them. I am claiming from them loss of wages and compensation, but will I get it I don't think so. I will eventually be contacting the ombudsman