WORST INSURANCE EVER

I have cellphone insurance with MTN which covers all risks. Last year December 22th I lodged a claim for the damaged phone (Not Charging). I've been calling them eversince but have been told that they are busy with the claim. I had to wait until last week to get the feedback. Unfortunately their feedback was that the claim has been decline and I don't understand as my phone was covered for all risk and my premiums are up to date and they even debit on the 1st of this month while my phone is not working. This insurance doesn't care about the clients they only care about the clients money. It's so painful to spent almost a month with a damaged phone when you pay insurance every month. Why do I have to struggle for my phone to be repaired when they are not struggling to get the premium.