UPS Insurance Claim

Hello everyone,

Looking for some help. Bought insurance on an item that arrived damage to a customer, shipping was bought from Amazon. When I log into my UPS account to submit a claim, it will not go through. I read somewhere to call UPS, but they stated they can not open it over the phone and that it needs to be opened online.

I’m not sure what to do about this now, is the insurance on Amazon a scam? I’ve been paying extra on almost every electronics order and this is the first time I needed to use it but cant.