I am extremely disappointed with the cell phone insurance experience provided by Bell Mobility. After paying for insurance and submitting the required information, I received a replacement phone—only to find it was a used phone that didn’t even work properly. When I initially reached out to customer service, I was instructed to complete an affidavit, which I did immediately. After a few days, I followed up, only to be told there was insufficient detail about the phone model on the form. When I asked what specific information was needed, the representative requested details such as make, model, 5G capability, storage size, and color. I pointed out that my account already contains all this information, but I complied and resubmitted the form as instructed. After waiting again, I called back, and the next representative informed me I needed to write “reship” on the form. There was no indication of this requirement on the form or in any previous communication. I then requested to escalate my complaint, only to be asked to upload the form yet again—for the fourth time—and told to wait another 24 hours. Adding to the frustration, I repeatedly asked to speak with a supervisor, but the representative had difficulty hearing me on the very phone that Bell provided—a phone that continues to be problematic. This process has been a frustrating cycle of vague instructions, unproductive communication, and lack of follow-through. I am hoping management will take this issue seriously and improve this experience for customers who expect clear guidance, reliable service, and a properly functioning replacement phone. The process and the form need to be revised. No one from the form would know to provide the information they require. Very Poor and frustrating.