avoiding pay out of insurance claims

I lost my phone at the airport arriving from an international trip of two months as well as my other credentials. I have followed their procedure and filled in the affidavits and case number as well as the ITC number. They are refusing to pay my claim because my phone shows last used in September when i left the country and since i also lost my passport and drivers licence to prove i was out of the country. They are refusing to process the claim. I am fed up with me being given a run around for the insurance i pay dearly out of my pocket. I refuse to do the dirty work for them and run around like maniac. If they don't want to process my claim then we will meat with the consumer protection council and we have a serious talk about this Their procedure clearly states that you have to fill in an affidavit of which i did. blacklist the phone of which i did and police case number of which i did. These extra documents needed are irrelevant based on the contract agreed. The fact that my phone has been off for two months it is not an issue when they deduct the monies off my account. They do not even state that we must report our movements all the time with our phones. This is really unprofessional of them. i will close a ll interactions with them including the Insurance as well as my contract as soon as it expires or as soon as i get the settlement amount.