Complaint Insurance claim

My phone was ****** few weeks ago and I submitted the claim. I have been getting calls from the insurance from allmost everyone asking the same questions. Yesterday someone called me after I called them asking the outcome, to say my claim was rejected and I would get the email, until today I don't have that email. Firstly I don't understand why my claim would be rejected. My house door was closed, the burglar was closed, the person might not have broken it but they entered a private property without my consent. And what is going to happen to me now because even now, I am still paying insurance for a cellphone that I don't have?