When Jaime Oviedo damages her T-Mobile phone, the company promises her insurance will cover the repair. But now her insurance company, Assurant, refuses to help. Is there a way to get this straightened out?

Q: I recently filed an insurance claim on my iPhone 13 Pro for a cracked screen. T-Mobile, the carrier, assigned the wrong phone model to the line on the account. Assurant, the insurance company, denied the claim because it said the phone was not covered. 

After a three-way call with T-Mobile and Assurant, they said they would cover the claim. But then they denied it again. T-Mobile says they can't do anything because the claims are managed by Assurant. 

I would like for Assurant to communicate again with T-Mobile and to pay the claim. Can you help? -- Jaime Oviedo, Brookline, Mass.

A: I'm sorry to hear about your damaged phone. It sounds like you've been getting the runaround from both T-Mobile and Assurant.

Here's what should have happened: When you filed your claim, Assurant should have carefully reviewed your policy and the information provided by T-Mobile to determine if your phone was covered. If there was a discrepancy between the phone model on your account and the phone you were claiming, Assurant should have worked with T-Mobile to resolve it before denying your claim.

Based on your account, it seems like neither company was particularly interested in helping you. T-Mobile should have taken responsibility for the incorrect phone model on your account and advocated on your behalf with Assurant. You could have also escalated this issue to one of the T-Mobile company executives and Assurant managers on my website, Elliott.org. 

To prevent this from happening in the future, make sure to double-check that the phone model listed on your account matches the device you have. Keep records of all your communications with the companies involved, including emails, phone calls, and any documentation of the incorrect information provided. That's all the proof you need that the company messed up.

I contacted Assurant on your behalf, and I'm happy to report that the company has agreed to honor your claim. A representative told me there was "a discrepancy" between the IMEI number attached to your T-Mobile account and the one entered on the claim. Assurant has sent you a new phone.

Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/