Cell phone insurance

I bought a phone in January 2022 and insured it. In October 2022 we had a horrible house breaking. My cell phone was one of the assests that was ******. I send my claim with supporting documents they requested. When i do the follow up, i was asked to send a picture to prove the house breaking, like broken window , door etc. I could not believe my eyes, if they only know what i went through and still trying to forget the trauma about that day.