Cell C insurance is pathetic

I had a claim with cell c insurance and they are coming with an excuse that the SIM card was not in the phone how can I remove the SIM card from a dual sim phone am I mad I have always known that the SIM card should be in sim 1 at all times . I need proof that shows that the sim was not in sim 1 or I’m taking this further to my lawyers . Sies you guys just want to rip me off so easily what a lame excuse