Asurion — Refuse to replace phone device

I’ve been paying insurance for me and my kids phone devices for years. Back on April of 2022 one of my kids devices was stolen, no big deal I’ll get it replaced. Paid the deductible and the phone i never received it. I found out today January 15 2023 that device I never receive was returned to beck them. Fast forward nine months they refuse to honor their commitment and replace the phone even though I’m paying the bill and insurance on the phone. I ask them today are going to pay off the phone and they kept on saying that my claim will be denied. I’m paying insurance on the phone. Replace the phone or pay for the place