FNB HOME AND PORTABLE INSURANCE

My iphone 13 pro max claim have been rejected by FNB , when i took this policy they told me my phone is covered against any damage , including liquid and theft , my phone got damaged and i called my insurance to arrange the pick up , they collected thw device and after 3 days upon receiving i called them to ask about the process , they told me my claim is rejected they dont cover wear the and tear while my phone problem is not wear and tear it was , i told them to pull the recording and send me the policy document still now they have not , Spoke to Phumeza she is the Manager she said FNB dont read out policy terms and conditions to customer it my duty as customer to read them , im really not happy with the way FNB have handled my claim, the sales and claims department needs to speak one language , if i knew about this i was never gonna insure my phone with them , yesterday they sent me letter i disputed and untill now no one have called me this is poor service im going to close my private client account if this is not resolved