Apple support is useless. My partner lost her phone with AppleCare loss & damage coverage. She hadn't synced to iCloud in quite a while, so she delayed reporting it lost/stolen (as that flow wipes the phone). After ~4 months she gave up on finding it, and reported it stolen.

This started a Kafkaesque process where the Apple site for reporting your phone lost and initiating a claim with AIG failed to work because the phone had been lost for more than 3 months. Support was useless, they pointed the finger at AIG. AIG pointed the finger right back. Several escalations further and 6 months later, we still have no replacement phone.

I'll never, ever get Applecare again.