Declined Cellphone Claim

To whom it may concern, I would like to formally lodge a complaint regarding my declined cell phone insurance claim that was lodged on the 7th of September 2021 over the phone. I believe the terms and conditions were not communicated to me when I first subscribed or rather, when one of your agents called me to sign me up for cell phone insurance. During the signup call I was assured by the sales agent that the cell phone would be covered should anything happen to it and nothing of the sim card not being in the phone was mentioned . I have never received any correspondence by email or post from your company with regards to any terms and conditions of my agreement with yourselves. I am therefore referring to your company to do an investigation to resolve the issue. I also want a copy of my contract, the terms, and conditions you keep referring to and a statement with all the premiums that have been paid towards the phone insurance thus far. There wasn't any reference number given to me during the call. My ID # *** Device # *** I look forward to your response as early as possible. Regards, Asisipho Bona