Phone insurance

Good day<br> <br> I urgently need help with regards to an insurance claim on two of my contract phones.<br> <br> Contract 1- Cell C Number: The day I took out this phone at Centurion Autopage, I asked if it would be possible for me to use my MTN number instead of the Cell C Number. The lady at the time phoned head office to confirm that I will not be penalized should anything happen to the phone, so I took out the second phone contract and used my MTN number on the phone. during a concert at FNB stadium earlier this year, a gentleman I believe pickpocketed me when he reached in to give a hug, the phone was in my pocket and I only noticed it being missing a few hours after the concert. I then reported the phone ****** and blocked the number so that I could proceed with my insurance claim. After almost a month you guys came back and said that you will not pay out the claim because I did not have the correct sim card in the phone. I do not feel this is fair because I made sure that I can use my MTN number in the Cell C phone without being penalized. To further this, I misplaced my MTN phone when I was in the UK, thus I do not have any phone to use at the moment because the insurance will not pay out