Cellphone insurance claim declined

I insured my cellphone with them, three months ago I lost the device. I lodged a claim with them, for two months I patiently waited for their response and they were quite. Only on October 8, they sent me an email saying my claim was declined, no reason nothing. They have been quite for two months whilst i was paying them for insurance of the device. On the email they promised that their consultant will call and explain why the claim was declined, but to date nothing. It was all good when I paid them, but when I need their help, that I have been paying for, they are nowhere to be found