Mr price mobile cover a ****

So disappointed with Mr price mobile cover, I insured my sons cell phone with then and they said they will cover accidental damages. The screen got damaged which am not really sure what happened as my son was using the phone and a put it a claim which was rejected because because i did not state if the phone fell or not which myself i was not sure of. They didn't even bother to asses the damage on the phone before rejecting the claim telling me i must go to accredited service provider and asses myself and send a report on my expense. According the consultant i was suppose to write incorrect statement that the phone fell even if i was not sure, was i suppose to lie? So what was the point of paying this insurance. This is nonsense.