Declined Claim

well around March 2018 i had reported my Hauwei P10 lit phone to be ****** and i was given a Hauwei P Smart as a replacement , on the 16th of November 2018 my P Smart phone was ******, i called in to blacklist my phone only to find out that my phone is not on their system, they had not updated that i had a replacement phone, on the system they still covered my p 10 lit, on the 20th of November 2018 thats when they updated the system and insured my p smart, when i called in to find out the status of my claim only to find out that its been declined, reason is i did not use my sim card on the phone ,and i did use the sim card from March when i got the replacement. and ive been paying not even once i missed my payment