Claim decline

Morning ,

I put a claim at the hollard insurance that I forget my phone in the car at the car wash , when I came back the phone was gone and the guy who was busy with the car was also gone . The Hollard is now decline my claim of which I don't understand why? My ID *** Policy Number: CEL***P Claim Number: CEL***C Product Name: CEL4 Date of incident:04 December 2019

Please assist

Sipho