Declined claim

Good day.

My name is Brother Amos Madonzi

Please assist me with my claim that was declined on grounds that I was not using the Sim card or number that was insured. The phone had dual Sim cards and *** Sim card was always in use. I don't know if the confusion is that the phone was dual Sim or what. How can a dual sim phone be declined on the basis that the sim was not in the phone ? I used that phone the sim was in so I really feel like your reasons are just excuses . May someone please call me back with a better reason.