Hifi Corp - Abacus Insurance

Bought a cellphone as a present for cousin and was advised by sales Rep to take a once off insurance plan - which I did. Law and behold, my cousin loses his phone in August. Submit papers for claiming for insurance, it takes more than 3 weeks to be processed and they request the following after 3 weeks 1. Case number - supp**** 2. ITC number - supp**** 3. Affidavit of how the cellphone was lost - supp**** 4. Screenshot of the sms from MTN as proof of the being blocked. - not supp**** as I didn't receive the sms (phone was blocked and Sim swap was not done as yet) 5. Went to MTN shop at Balfour Park to get paper work of ITC and emailed to HIfi Corp insurance

With all this information my claim was declined. When I bought this insurance I was never given terms and conditions that a screenshot is a must yet I do not have control over the delivery of the sms. Hifi Corp finance and Abacus are a *****.