Disgusting service

I've had insurance on my son's phone since 2018, the phone was used on wifi only, never used a sim. The phone was ****** and when I went to block the phone at vodacom they said they unable to as there was no sim used against the phone. I put in a claim with motivation and affidavit, hollard declined my claim due to the phone not being blocked. I phoned multiple times, asked to have this escalated I was told they'll send me a letter from hollard with all the details and I can take it further up until today I have still not received the letter or anything. My question to the game insurance advisor was if I bought a phone as a gift for someone and there birthday is a month from then and the phone gets ******, is there not a process that can be followed. I don't understand how they can decline my claim it's out of my control.