My iPhone has stopped working. I have insurance but Verizon isn't willing to send a replacement. Please help!

Question

I have insurance on my iPhone 4 with the extended warranty. For the last few days, I've been having non-stop problems with the phone. Freezing, closing apps when it wants to, restarting itself. I called Verizon customer support and explained the problem. She tried to do basic troubleshooting on my phone but I had to stop the process because I wasn't near a Wi-Fi to do a hard reset after the basic troubleshooting. Which wasn't a problem.
So today my home button stopped working completely. I had to turn off the phone and turn it back on after opening an application because I couldn't do anything with it. So I called Verizon to see about more troubleshooting and the girl (who was very nice btw) helped me do a hard reset. The home button started working, but now has stopped working again.
The thing with the warranty on the phone.. when I bought the phone from someone, I was asked if I wanted insurance on the phone when I activated it. I said yes. So the insurance was added. Now that something is wrong with my phone, I am being told that the warranty should have never been added because I didn't get the phone actually from Verizon. I have been paying for insurance each month as long as I have had the phone. If not almost a year, maybe a little over a year? I'm not sure how long I have had the phone. So I have insurance on the phone right now.. and I cannot get my phone replaced. I do not work for Verizon, so if I am asked if I want insurance and I say yes, I expect and assume it's covered incase something goes wrong. Which is the point of having insurance. Now, it's a different story? I am confused and a little upset with the whole situation. The only thing the Verizon rep today told me was that she could refund me three months of charges on the insurance and get it removed for me. I did not agree to that and I didn't want the insurance removed as of right now until I get this fixed. I told her that it wasn't about the money for the insurance.
I am hoping someone with Verizon on here can help me with my phone situation because apparently it's something with software. Please help!

Answer 1

I would think that at the very LEAST you would be eligible for a COMPLETE refund of ALL charges for insurance paid thru Verizon!  They were charging you for something you were ineligible for!  Verizon has a record of whether or not you purchased the phone from them - otherwise how could they deny the claim!
It very sad to see how customer service and customer satisfaction has been lost here ... !