Insurance Claim

I got ****** at gun point last week on 12 November 2025 and my cellphone was taken together with my wallet. I tried to claim for the insurance and the claim process has been one that is unprofessional the staff is unpleasant to deal with and lack a sense of urgency. I spoke to consultant last Friday and they said I should write an affidavit and include that i dont have ID because they took it with my wallet. now they say my claim was cancelled because I didnt include the case number in the affidavit when i was not informed to. they still expect you to pay for a device that is ******. These people are unprofessional and I will not be paying for a cellphone that is on the hands of ********s. I am not liable to any cost and I will not be paying.