Poor service eating people's money with lies

My brother's cellphone is insured with this insurance. His cellphone was ****** from our house while he went to the shop he left the door not locked and the burglar gate and gate was closed. They say the claim is declined because there was no force entry when he left the door not locked he made it easy for ******* to ***** his cellphone. What's the use of paying insurance if they will not cover your cell phone when it is ******. And they never disclosed that to him when he joined the insurance.