Claim since 2022 but cant get assistant

I have sent my claim in September 2022 and made a follow up in January 2023 but my surprise when I called I was told that my claim was suspended because I claimed late. When is late?

I went to the store the day after I lost my phone to log a claim. I am actually paying for nothing . Why is it my fault that you received my claim late whereas I sent is earlier.

I've been sent from pillar to post but they debiting monthly without fail, no one is willing to assist me. I am calling everyday and every agent I spoke is telling me that they escalating and all of them promised to call me back but no one called me back.