Dissatisfaction

I have been a loyal MTN customer for all my life. I have been consistently paying insurance for my VIVO 27e cellphone through MTN for years under the assumption that I was fully covered in the event of loss or damage to my device. It is only now after needing to make a claim that I am being told my policy only covers repairs and not replacement. This has come as a complete shock to me. It is bad enough that I am dealing with the trauma of being assaulted at gun point, that my ID and other things were forcefully taken and the struggle of buying myself another phone since original ID is required. I am requesting a full explanation of why this crucial detail was not disclosed or highlighted during the agreement and in any communication since.