Declined Claim Due to Porting

I was ****** at gun point and my phone was ******. blocked phone and sim, went to report it at the police station etc. submitted a claim and because my phone number was ported from Mtn to Telkom in 2016 I am being advised that my claim has been declined. I am running around trying to get confirmation of porting from my current service provider. this insurance is seriously failing me as a service provider....5 years of paying premiums and when I need them the most I cannot be helped.