Csurance reason why I'm not upgrading

I?someone'sThis is my story, lost my phone on the 11/03/20 and went to report it on the 12/03/20 when I got to Cell C they said are offline and was told to come on the 13/03/20 when I got there they said I need to get an incident rort from the police station they cant blacklist it, so the consultant called my number it was ringing but gone unanswered, also traced it to not to an exact location but an area where it could be and he advised myself to go and search for it before I blacklist it. I decided to go and search for it but nothing. So when I finally blacklisted it was 15/03/20. I have contact Insurance on updates first I was told that they could cover my claim because my sim was in sim 2, then I explained to them that in the contract I have there is not a clause of the sort, then they said they needed an ITC NO: starting with 26 I told them that the number I have started with 25 and it has been used before I explained to them that I lost my other phone and it was replaced with the one I recently lost so why would they give me an ITC number previously used. Also, thy said they need proof that my phone was replaced, I forwarded the two boxes of my devices and lastly, they said my claim was declined because the phone being used turned off and on, So my question is if the phone is being used clearly its not me because I Do not have it ,how am I suppose to find the phone if they themselves they are not giving me the location as to ask the police to go finding it. This just nonsense anyway'm glad my 24 months contract is ending, I'm not upgrading due to this issue. It was fun while it lasted. I just wish that cellphone insurance could be more specific on what they do or do not cover. Most importantly why am I held reliable if I have lost my phone and the person who has it decides not to switch it off you can never know someone's intentions? I'm also considering taking the matter to Ombudsman who know.knows