paying insurance but not want to replace the phone

I app**** a contract phone telepathically with fone choice i agreed with the contract amount including insurance. The problem started once i lost my phone then immediately i called them to request advise to lodge a claim, they advance me to make only affidavit. I did affidavit even if it was late and submitted to the fone choice. Then no response until i called to requested progress made regarding my claim and they said to me it will be difficult for them to replace the ****** phone because they just changed an insurance for my phone. Also they mentioned that i was supposed to open a case regarding the lost item within 24 hours so that it will be difficult for them to assist me. further they said they will try to send the claim to the insurance to see if they will approved it. first of all they support to informed me before even if they can deliver the phone regarding term and conditions of the insurance. Please be advised to send me any proof showing that you did advise me on terms and conditions of the insurance, i even do not know the name of the insurance i have been thinking of the insurance is from the company i bought the phone.