GUARDRISK INSURANCE A ***** WITH BAD SERVICE

My wife took out a contract with MTN in 2019 and had an insurance cover taken with them which it was covered by Gaurdrisk Insurance. She recently lost her device and put in a claim, to our surprise we have been informed that Gaurdrisk will not pay out as she wasn't initially using the sim card that came with the phone. There is not clause on the insurance contact that states such, and the number is using she has had over 10 years with MTN. This is disgusting behavior from the insurance as we have had the mobile device covered not the sim card and nowhere in the contract does it state that the sim card given needs to be used with the covered device, because if that was the case we would have not taken out insurance on the device...This matter will soon be handed to our lawyers as we can't allow such behavior and ******* to continue from such companies.