Dotsure.co.za declined my claim because I didn't have a picture that shows a laptop and a serial number

I lodged a claim of a ****** laptop only to be told that I should prove that that laptop was mine. I tried sending them the pictures of a laptop but still my claim have been declined. I have been paying for that insurance for over 4 years and it breaks my heart that I no longer have a laptop which I thought it is insured so that I can buy another one and recover my school work.