Abacus insurance

I made a claim for my lost mobile cellphone at abacus insurance and the claim was rejected by Marthe Nombulelo Molema who wrote "i neglected my cellphone and that the insurer does not cover items that are lost through theft or damaged and even lost because it is neglect.

I then send a message to their complint department where i received the same response from Phumzile Khubeka who is a complaint officer.