Hollard insurance - ****mer

On the 05.07.2024 I was ****** at my place and this intruder took my contract cellphone which I had insured. The very same night of the incident I went to the police station to open a case. The police came to the scene with a forensic specialist and they took statements and a case was opened. The next day I went to CellC since I got the device from them to do a claim. The device was blacklisted along with the simcard.

Few weeks later I got a response from the insurance "Hollard" that my claim is rejected due to not being honest. Just like that no supporting statement whatsoever.

Since I was honest and truthful in all my dealings with them I wrote an email asking for a review. My claim was rejected again and reason given was the device is still being used even after being blacklisted along with the registred simcard.

My question is who is using the phone because it's definitely not me and how does it remain active even after being blacklisted, how does the device being active any of my issue. Why don't they work with law enforcement to track down the device and arrest the culprit.

I'm very disappointed at Hollard and CellC. I then wrote to the adjudicator they said they'll get back to me within 14 working days, it's more than 20 working days and haven't heard anything from them. When I try to follow up with Hollard they say they are waiting for my records from CellC. How long does it take to receive records?

I'm being taken from pillar to post for service that I've been paying. I'm starting to think that. all this is done intentionally just so my claim period may lapse.

I've been faithful in all my payments and dealing what they are doing is unfair.

How fair is it for one to suffer like this when the device was insured. I'm really hurt and disappointed at the treatment I've received from Hollard.