Upgrade chaos

So I upgraded my lines in Feb 21 from the s20 ultra to the s21 ultra and everything went fine until I broke one of my devices. Went to claim it thru assurant only to discover they still show me as a s20 ultra

2 weeks later and multiple attempts and the problem is still not corrected. So I'm paying for a phone and protection plan I can't even use. I am utterly [Edited: "Language"] and disappointed with the lack of effort shown from any representative