very unhappy with the service is very poor

I have a complaint with absa idirect insurance, I have lodged a claim about loss of my cell phone and it has been rejected because it's not specified but money is being deducted every month on my policy and that confuses me. I have attached my policy document ,screenshot and rejection letter. I am wondering that absa idirect is ****ming people because they always reject claims. I made a claim with my fridges and they didn't pay. They make excuses always and I am tired and annoyed with the service they provide because monthly, they do debit without fail. What's the use of having insurance if your service is not rendered.