Where to write a Claim?

I have been an AT&T customer for 6 years and I recently filed a claim for a stolen phone. I had added the insurance on October 12, 2014 and my daughter had her phone stolen on October 14, 2014. I know this might seem fishy but she bought the insurance for AT&T on October 12 because it was about to be a month since she had bought the phone at Best Buy so she would no longer be able to have that time to return it if she had issues with it. When my daughter called for the claim, they did not accept it because they said that there was not a usage one it, meaning no calls or messages or data used. My argument is that a few days before, I had received an email from AT&T stating that my daughter's line was about to go over her data so I told her not to use it anymore. Because of this, she turned off her data and only used wifi which we have at home and at her job. Also she doesn't talk on the phone that much, if you see her phone, she has only used 17 minutes this whole month. So you see there is not much of a use on the phone because you can use imessage on wifi so there no need for text messages unless she texts someone that doesn't have an iphone. I am very upset and dissapointed with the service provided by AT&T, this is the first time she ever files a claim, and I never thought they woudn't accept a claim whent thats what the insurance was for.

Regards,

Franklin

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]