Denied phone claim mistakenly says phone not covered

I was a big advocate of T-Mobile until this happened to me.  Broken phone-on which I consistently paid insurance.  I went to T-Mobile, and they filed a claim on one of their phones.  Now Assurant denies the claim.  I've spent hours w/the "customer service" folks, talked to managers, but they insist this is the "policy."  The last manager told me there was no one else I could talk to because she was the boss and that there's nothing that can be done. The only help I got was a repeated reiteration of the policy-when the claim is filed, the phone has to be active.  Some of you reached someone who could help….any advice about what to do next or who else to contact would be much appreciated.  Is this a scam on the part of T-Mobile?