Claim denied for a stolen device with P360

I’m a T-Mobile employee so obviously I have protection on the beyond plan for all my lines. I’ve never seen this happen before my brother went to a concert the other day, and in the process managed to lose his device entirely. The next morning, when he was able to tell me about it, I filed a claim for him considering I’m the account holder. I just filed to the assurance P360 app and today I wake up to see that “my claim is not covered” I could have swore that one of the selling points on Protection 360 on a device is that if it becomes lost, it can be replaced with a deductible fee. How can T-Mobile expect us to sell this service to people that when it was time to actually put it to work, something like this happens? Anyone have a next best action? <—— lol. (I know who to escalate this too, I just wanted to share my thoughts behind the situation)