iStore insurance is a ****

I lost my phone at the mall, I don't really remember much about when and how I lost my phone so when I put in a claim I told them that I forgot in the toilet because I wasn't thinking straight cause I didn't really remember when last I saw my phone so now iStore doesn't want to payout my claim saying it's negligence. I've had insurance with them since last year July ,never missed premiums, It's my first time claiming now this? Is this what iStore does? Take our hard earned money from single mothers or is it because I'm black and they think they can take advantage? I am extremely unhappy with how my claim has been handled . It didn't even take them a week to work on my claim to come up with this outcome. I need this to be sorted out asap