Rejected Claim with no valid reasoning

FNB Short-term Insurance has claims technicians who are not sufficiently trained. I have been with the insurer for over a year now, and the 1 time I am claiming for my mobile device, the claim was repudiated with no clear reasoning. The claims admin, Portia Thobakgale, claimed that I could not prove ownership of the device. Please note that I provided her with the pictures of the phone as requested, but not the receipt, as I lost that. I lost the phone on the 2nd of February at Tigers Milk restaurant. The question is why did the insurer not go to the establishment, and request CCTV footage to prove I was indeed there and the device was taken there? they further requested a screenshot of my iCloud, mind you I have to iPhones, which are named iPhones, and iPhones 2, reason I wanted them to be named like that. The insurer is arguing with me that it should say Kamohelo's iPhone 13 pro max. what happens when I do not want to name it that? The issue again is why is it that the phone doesn't appear on iCloud anymore. Please note I am not the 1 who removed the device but it is common sense that whoever stole the phone would want to sell it or use it, therefore all information would be wiped off. Portia further claimed that the phone was last used on the FNB app, in September 2023. which is incorrect. I provided them with the statement, which shows all transactions that were made on the device before I lost the device. I asked Portia to confirm for me which device I use then to make those app transactions as I am certain that they were made from the device. Portia has not responded to that email, she responds to anything else but that. She called this morning to repudiate the claim. I requested a rejection letter, stating the reasons as to why they are rejecting the claim and a confirmation of which device was used on all the transactions before the date of loss. Portia sent an email, to advise that I will only receive the letter and dispute procedure after 10 days.