Claim for lost phone

I insured a phone for my daughter with c insurance,at the time we got the phone we were not told that we insuring both the Sim card and the phone,we were asked if we wanted to insure the phone which we glady accepted and the phone was insured,up until my daughter was attacked and her bag with the phone was taken,we were then informed that our claim was declined due to her using a different Sim card,l then enquired on how to cancel the insurance since they could not assist me,l them received an email from c insurance stating that my insurance has been canceled,yet l simply asked for the procedure,l called them to enquire to my surprise like heard my cancelation was pending,never again will l use Cell C and C insurance,even after being loyal and paying both installments on time with no problems whatsoever.