One of the iPhones on my account fell into a creek on Saturday. We are not able to recover it. I tried filing a claim online and when it got to the section about which phone it was it gave me 3 choices, 2 black iPhone 6 (16 and 64) and an iPhone 5S. The one for that line is a gold 64 GB iPhone 6. I was asked to contact customer service if the phone was not listed. Is this standard practice or is something going on? They're only open during the hours I'm at work and I'd like to get this completed as quick as possible. Also, anything to be aware of or to watch out for? AT&T is closed also. A bit aggravating, but whatever.