Insurance

I have been a loyal costumer for 20 plus years and when we got our new phones I agreed for the insurance the protect plus. So my question is why isn't on my account. It's been well over the 7 day rule which I find to be stupid considering it's always been able to be added after the fact and now it's not. Why do the costumers who have been with this place for 20 years not get to add insurance when 1- clearly it's been on all of my other phones, 2- I was told it would be switched on to our new phones and 3- I've been with you for over 20 YEARS!!!! I get ppl do scams when they break their stuff and will do whatever to get a new phone for free but maybe yall should document on those accounts and deny them if it happens again so those of us who have not done anything wrong can add new add -ons at anytime