Declined phone claim monitor24

Worst insurer ever i had a policy for my mum for 4 years where it was covering her cellphone and due to her illness she was hospitalized for about 116 days she then came out of hospital wanting a burger and chips and wen she went to the rest room and she forgot the phone in the toilet i lodge the claim with monitor24 and they declined the claim because it was not protected in a public place but i mean my mum is still on medication and because of that she had alot of memory issues because she was saded for so long its a shame that this company is actually robbing people in broad day light but they should remember dont do unto others if u dont want to happen to you.