Claims problem

I lost my tablet last week and it was insured.I sent my claim forms to your insurance guys and they are saying the device was not insured ,(Mathapelo) sent an email.The device documents I sent are explaining whatever happened but Mathapelo failed to understand.I bought the device on the 2nd of February yes I didnt request for i surance but i came back to the shop on the 10th and i requested for insurance.I was paying insurance for the device all along.