Insurance scam

I have a iPhone 11 the past two years . Before that I had a iPhone X so when I called to switch my phone from the X to 11 I was told the insurance was carried onto the 11. My phone has been malfunctioning so I made a claim and it was rejected asking for the X so I explained I haven’t had that phone in years BUT HAVE BEEN PAYING THE SAME EQUAL $19 a month for insurance through xfinity mobile care . I was told I can never have a valid claim now because the first claim was rejected and apparently xfinity never brought it over to my 11 EVEN THO I HAVE BEEN PAYING THE $19 monthly . The lady on the phone was so rude and hung up on me when I asked so what’s the point of paying for it if I can’t use it when needed !! This is my only phone !