Insurance that doesn't deliver!

I have never felt so unimportant, firstly my claim too forever. I was advised to be called back every time I to do a follow up. Promised emails but no emails were sent. After spending weeks of no progress, I call again this morning, and Ive been told my claim was unsuccessful because of failing to safe guide my cellphone. A cellphone that was in my jacket and pick pocketed as if I was ********. Not understanding the crime that's in our public taxis that we use daily. People are being ****** on a daily and I cannot be told that I failed to safe guide, after the horrific trauma I was left with, and the taxi driver couldn't do much but to get me water to calm down. I honestly very upset and disappointed. I shouldn't have taken this insurance and wouldn't recommend!!