Assurant Damaged Device Returned - Not Recived

I'm dealing with this exact issue.   Assurant logged the package received feb 20, 2021 but has not processed refund.   I have been speaking to tmobile for months and then this week Assurant said they are putting trace on it.   She said just because they logged package doesn't mean a phone was in it.   Wtf are you kidding me. Now Iam waiting for them to find response from tracer,  allegedly next week.   I'm over this.   If they come back with nothing was in package I will lose it.   I have been a loyal customer for years. I will change to another carrier,  even if my bill goes up.