Unfair Claim rejection

I have been phoneless for two weeks as a result of unforeseen event which left me phoneless. We experienced a tyre puncture on a main road and because we had never changed tyres or experienced such before we were struggling. Bystanders offered to help in this regard and during all the struggles, my phone which was charging in the passenger seat disappeared. I lodged a claim on the 05th September 2023 only to be told on the 15th September 2023 that my claim was rejected due to phone nonattendance. There seems to be no regard of the fact that we were stressed about the car and trying to get it fixed amongst other things. Been on calls the whole day with MTN, Admyntec and Guardrisk but nothing. As an MTN client who has been with MTN for more than a decade and would not recommend this insurer(s) to anyone,