Insurance Claim Denied

I have paid for insurance protection on my phone for over 2 years.  And a few days ago, I lost my phone.  However, I felt relieved that I did have the phone insurance.  So, when I filed the claim, I was told my phone was not covered.  How can that be.  I did switch phones a few months ago and still paid for insurance on the phone.  Now, Assurant is telling me that I have the incorrect IME number.  How can I have the incorrect number?  I took the phone and had it activated on my number.  So, why have I been paying insurance on a phone, and now being told it was not covered.  Do I get a refund on all the monthly insurance payments?  I only ask for what I paid for!