Insurance Claim, New Device vs Old Device

I’ve tried to do a claim on my handset that was ******, after doing all the blacklist / police case number and submitted it to the insurance. They then came back and stated I’ve never told them that I’ve done and upgrade. and they did sent me an SMS stating that I’ve done an upgrade and I need to contact them. So now I’ve paid for over a year on insurance for a phone that I don’t even have as my old phone is covered on the insurance not my upgraded phone. WHY WOULD I PAY FOR A OLD DEVICE IF I DID AN UPGRADE. Due to the fact that I don’t have a phone you will not be able to contact me via phone call only via email