Assurant Claim Denied - Say i did not have an Iphone

This happened to me one time when I was helping a customer file a claim for stolen Galaxy S10. I had to put the IMEI of the S10 into the claim (mytmoclaim.com) and had the customer enter all their information and pay the deductible only to find out they canceled the claim because he put the sim card into a different phone to use until he got the replacement. It was a whole mess, and the poor customer had to refile three times, and finally got his replacement phone after pushing his claim through to the supervisor. It was a nightmare experience for the techs working for Assurant and the customer.