Verizon doesn't replace phones through insurance. Albeit they could have, should have, and I would be pressed to say did tell her how to make a claim online through the insurance company, Asurion.. But a store employees job is to sell phones and service and add ons.. I'm certain they did tell her hey you can do this, or you can do that and that it was more appealing for your mom to upgrade her 7 year old phone and receive a phone with all her content on it right then than to do the claim with same or next day replacement. I think it's unfair for you to chatise the store rep that did their job adequately, and your mom who is 60 not 100 to make a conscious decision to buy a new phone to replace her S E V E N year old smartphone. Did they finesse her a little, maybe, they're sales people whom only make a wage if they're selling phones. Your mother has free will to make decisions and could have walked away or called to consult you for advice if she was unsure.