Claim was declined without assessment on the phone

Mtn insurance is a big ****..I bought a phone from Mtn shop I took out insurance from them. So my phone fell in the water so I did put in a claim by the Mtn insurance yet my claim was declined..and insurance covered water damage. I was promised the day that a courier company will collect the phone from me in 14 days and it never happened..when I checked up on my claim claim was declined there response was that the phone is factory fault how can it be factory fault when the claim was for water damage.. phone was never Assets to no one checked the phone out Mtn shop is blaming insurance insurance is blaming the shop