excuse to pay my claim

my dad bought me a cell phone at Foschini and insured it. I got pickpocketed at the mall and my phone was ****** out of my bag and I only noticed that when I got to my car. I reported the matter and sent the affidavit and made a claim at Foschini, now they tell me they cannot pay me because my car was unattended. Where does my car feature in this claim and who said anything about my car being broken into and my phone ****** in my car. Foschini is quick to deduct money but very bad service they just pass the buck and excuses not to pay claims and want to blame customers for untrue stories that the underwriters come up with. Why don't hey call customers and ask questions if they are uncertain or draw the statement from SAPS.