esecuritel brightstar protection this is virgin mobiles cell phone insurance program refused to honor my insurance complaint alpharetta Nationwide

I called esecuritel insurance for my virgin mobile phone for repair. this company is also called brightstar. I filed a claim and received a replacement phone that had the same problem my old phone had.They send you a refurbished phone even if yours is 1 month old. I called them and they said they would submit the claim. I thought they would send me an email to notify me on what to do but no. Thus 2 weeks later i called back and they said the case was closed  i had to fill out an escalation paper to get another phone. I did so and they said the numbers i put on form were wrong even though i went over the numbers with the phone rep and she said they were correct, They said it was my responsibility to call them in 48 hrs to see if they would accept the claim.They do not call the customer. I filled out a second one and was told same problem was again wrong numbers on form. I then called as i needed a new form and they said they would send me one as my printer was broken. I never received the new form, When i called today they said my case was over 60 days old and was no longer open.I asked what happens when there is a problem with the claim as in my case . They replied that the 60 days does not stop when there is a problem. That if the problem is not solved in 60 days the claim is cancelled. I was frustrated so i said i had another problem with the phone(which i did but it was not bothering me)and can i pay an additional $50 and open up a new clain. The rep said "no as that is called putting on additional claims and that is not allowed as you did not tell us about problem till the claim was cancelled". I have has no good experience with this company and this is my second claim in 3 years. They procrastinate with the customer untill the 60 days is up then cancell the claim. Virgin mobile is the company that uses this insurance  and if you have virgin as your carrier this is only company you can deal with through them. Do NOT use this company unless you want a run around and nothing but bad customer service.,