Broken screen after buying/paying in full for a new Iphone 11. Luckily, so I thought, I had insurance. Called and made an appt. No one ever showed up for the appt after I waited for five hours and continually tried to get ahold of someone. I could not get any explanation or help other than to send my phone in and receive a used one in return for another $170. The people were rude and evasive and were of little assistance and understanding that I did not want a used phone when I had just purchased my phone brand new a few weeks before it was broken. I asked for a manger and all I got was, sure, I'll get someone else on the phone. When I spoke, it was like nobody even listened. Seemed as though they were reading off a script and just wanted me to stop talking and do exactly as they were saying and that was my only option, even though I am the one paying for this silly insurance. Cannot even describe the amount of disappointment and frustration that entailed dealing with this insurance BS.