Complaint against finrite administrators

Hello Peter, I'm back with another complain @finrite administrators. I took their insurance for iPhone 11 max last month, at first they approved my claim n asked me to pay access fee of R9000 and today they sent me a latter saying its been declined because the registered Sim was not n the phone the time it got lost cos its been off few days before it got lost n this is not true, according to my knowledge my phone was off since the 18th of October, I was on a vacation n I had forgotten my changer at home but since the phone was still new n I still had my old phone I didn't see a reason why I should get a new changer cos I wasn't using it that much anyways.. Im not happy with their excuses, they need to give me my phone cos I took this insurance so I can have a peace of mind n if any thing happens they will replace it,but instead they are just giving me headache. I need my phone n I will wont give up, IL do whatever it takes untill they give me my phone.