help with replacing cell phone that they say has no insurance and it does

Hello, @user_p9w18q thank you reaching out over Xfinity Forums. Sorry to hear of the device replacement issues, but did want to help get the proper expectations that Xfinity Mobile Care needs to be added to the account within the first 30 days of activation to have insurance: https://www.xfinity.com/learn/protection-plans

You can log into your account either online or through the Xfinity App, navigate to the Xfinity Mobile tab, and confirm if you have Xfinity Mobile Care on the account. If it's on the account, it would be included in your monthly total and taken out with autopay. I have it set up on a phone and smartwatch on my account that is currently on device payments plans, so can confirm if set up it would be on billing and paid monthly. 

If the Xfinity Mobile Care isn't on account and has passed 30 days since activation. There are 2 options available to look at upgrading a device, the first is if it is on a device payment plan and has at least 50% of the device paid off there is an early upgrade option: https://www.xfinity.com/support/articles/how-to-upgrade-replace-device

The other is our elite upgrade that allows customers on Premium Unlimited plan the option to upgrade a device twice a year, even if it hasn't reached the 50% paid off amount on a device payment plan: https://www.xfinity.com/support/articles/elite-upgrade-faqs