Will not replace ****** phone

A colleague of mine had her phone ****** at work last week Friday. She is one of the most gentle & most honest people I know. She spent all weekend being chased between MTN and having to go back to the police (in the area where we work as the phone was ****** at work and not at home) for a case number. As a responsible person she has this 24hourmobility insurance. Had it for 6+ years, never claimed. She had a Hisense phone, not even the most expensive phone. 24hourmobility will NOT pay out. Over the past days they have literally interrogated her over the phone and made her feel like the ********. The company has since installed a security gate at our entrance to prevent this from happening again. We have had no theft at the company prior to this incident. You would expect greater understanding and support from an insurance company as a loyal customer.