Asurion Att phone insurance Denied claim for abuse without any contact with me to discuss

My son's phone screen had been broken for about a month.  He just wanted to leave as is because he could still use because he didnt want to pay for it. However since he was about to leave for college and I didn't want him to be stuck without a phone if the damage were to get worse, I filed a claim.  I had also started another claim that I never filed because the phone was found.  Both claims were cancelled without any contact with me.  I was following up the next day after all docs were submitted to find that the claim was cancelled for the screen repair.

  I contacted them thru chat and was told it was cancelled by the program manager for abuse.  I was told I had to call the adjuster for more info.  I called the number and got customer service, no info.  After I found I was not speaking to the adjuster, she transferred me. He told me I had to go to ATT to see what they could do.  So I continued to question so I am paying for insurance that I cannot use, ever again???

No response.....  He would not tell me anything except to talk to ATT! I told him no, my insurance $ goes to Asurion and if you cant give me any answers then I just need to cancel asap.  Then he says you can file another claim online. I told him no, they are going to do the work, transfer me back to CS so they can file the claim for me. So she tells me that he told her there should not be a problem - so since I said I was going to cancel, are they going to process the claim now.... We shall see and I will update as to the outcome.  Whatever the outcome, I will be cancelling, my ATT is outrageous!!!!