[Maritime Q-Scout]

If you brought your phone into a Rogers store in the mall, odds are you're not dealing with Rogers directly but a contracted 3rd party. Meaning your contract for service wouldn't be with the retailer, who lost the phone. (Mind you Rogers does have a number of corporate retail outlets).

When they sent out your phone, they should have given you paperwork about them having your phone, it being repaired, etc. On that paper it should state what they're insured for and what happens if they phone is lost.

You might want to call the company's customer service line to see what they say. It wouldn't hurt calling Rogers customer service telling them what happened. Although if you called explaining Rogers the situation it'd probably eliminate Pylon's suggestion of threatening to cancel your contract.