claim unfairly closed

i got ****** off money and phone on the 26 Feb and opened a case on the 27th feb, Lost or ****** devices are covered n insurance ad advised that i need to pay monthly premiums... no follow up no phone interview. how do i block the phone, get an ITC number, OB number, submit my affidavit and id copy if that is a lie. gave an alternate number no feedback. and then m told to pay the phone premium that includes insurance. @ this time i need insurance to show up you decline my claim.