Not Happy at all

Logged a claim with them and my claim got rejected due to the fact that there was no telkom sim in the phone , however my telkom sim card is in my phone that i upgraded and not the old phone. So what they trying to say is that the sim needs to be in both phones at the same time how is that possible. When you take out insurance you insure the phone not the sim . and i keep getting the same response no1 is answering my question. I have been paying for this for the pass 3 years