Claim insurance

I lodged a a claim on friday the 5th of September, as i had lost my device. I would say i lost as i last used it on wednesday on my way to work or i was picked pocket cause i realized when i got to the office that my phone was no longer with me. I tried calling it and it was on vmail. I just called huawei and i am told that y claim is declined due to i was not forced or there was no break in for my phone to be lost. When i took the cover i asked the agent that does they insurance cover loss and theft and repairing the agent said yes , however told im told a different story. I am very disappointed