Cell Phone insurance claim treated as a car insurance claim

I logged my claim with King Price for my ****** Samsung Galaxy Note 10 plus and instantly the agent who was handling my claim started trying to find all sorts of reasons not to process my claim. Sadly for her, I've built enough knowledge over time to understand how cell phones claims work and I urgently provided all the details they needed. With everything submitted in time, the agent continued to promise me that they will call me back before the end of the day but that has never happened and I have had to call them back to enquire how far they are with my claim, I still did not get a clear answer for an entire 2 weeks. After running out of patience and being painfully out of sync due to losing my phone, I called King Price again and I was told that my claim is rejected and they used a car insurance document to justify why they rejected my claim. I am honestly appalled and disappointed by the level of disrespect from this treatment because I do not understand why I am sent a car insurance contract that has nothing to do with my cell phone claims and above that, the agent continuously asked me what happened when I have repeatedly told the story of how my cell phone was ******(that being making the initial call to explain what happened, logging the case at the police station, and then having to deal with continuously being asked what happened)

The agent who has been assisting me by the name of Unathi Gobeni is still making promises to contact me back but she is not even responding to my emails, I am not sure why I am being treated with such bad faith when all I asked for is my cell phone to be replaced and I can carry on with my life in peace. I am truly offended by the fact that King Price actually sent me a car insurance policy and genuinely thought that I will not notice and sadly this seems to be an intellectual offense because it seems as if King Price is taking it for granted that I am not wise enough not to notice a car insurance policy.

I hereby would like to reach out to King Price and plead with them to review this claim and honor it with the correct merits. This claim is for a portable possession and not a car-related claim. It should not be treated with any attachment to the car as the reason for the rejection seems to state.