Denied phone claim mistakenly says phone not covered

I seem to be having the same problem. I went into a T Mobile store to file a claim for my lost iPhone 11 because I couldn't get into my account without my phone. They used an iPhone 13 they had there to get into my account and filed a claim for me. It was denied because the phone they used was showing up on my account. At the time of the incident, the correct phone was on there, but not when the claim was filed. This was not my doing, but I've been without a phone for almost two months now. I've been going back and forth ever since. As soon as everything gets cleared up and figured out, Assurant blows you off and you're back to square one. I called T Mobile again today and they are trying to help me. I will find out on Monday which is when I'm supposed to get a call back. I will report.