Cell phone insurance

I took a cellphone insurance 2023 with TFG, 2025 the was ***** on my account, I have a case number for that,I missed 2 payment because my account was still under investigation but after it was solved I continued with payments, a week ago I lost my phone went to claim the insurance, they are refusing to pay because I missed 2 payments, they don't want to take accountability of the fact that it was their fault that I didn't paid, they failed to protect my information from *****.