Huawei viva cover insurance is a ****

I have had a cellphone insurance which I got after visiting their repair center , I insured two devices under Huawei viva care ,the Y5 was lost and no one had explained that there won’t be a payout being to the fact that the sim wasn’t registered under my daughters name ,Telkom also refused too assist even after multiple attempts with email showing that the info was needed by the insurance provider that payout never happened I lost my other service which I emailed as and asked what was needed from me yesterday I was transferring info to a new device and sim was in the new phone which isn’t Huawei I have been trying to get through to viva cover and no answer even sent another email no response holding for over 320 min