Complaint Review: Asurian

Mobile device, Apple I phone 6, glass shattered. We have AT$T along with their insurance. We contacted their mobile insurance provider, Asurian. Kept us waiting 45 minutes and told us to go on line, print out there form, scan it back to them. Told them i have no printer, no scanner, no fax, and I'm 80 and not a techie. They said sorry but there is nothing they could do. Asked for supervised and they put me on hold again and never came back. Had to go to an AT&T store for a form. Go to a bank to scan it back, a day later. Asurian sent e mail that they received it but there was a document number they needed and would send it. It never came. Called next day, waited over an hour. They apologized and said they have everything and new phone would arrive next day. It is now day later and still no phone. Why would AT&T hire this company as irs agent. Prepared to file complaint with regulatory agency as well as small claims court.