Device insurance

I bought a tablet at mtn on a fixed contract. I also took up insurance for the tablet against theft or loss. Now that my tablet got ******, I went to report it to the store and im getting the response that it cannot be replaced because the sim card of the device was not in the device when the device was ******. I also called the call centre and I was told a different story that I should claim at cell c since the device had the cell c sim while it got ******. so my question that is still unanswered up to now is that did they insure the sim or the device? and if it was the sim that was insured then why is it that they charge me for a sim swap wen I lose it? how do I claim at cell c where else I didnt insure with cell c. if my device was the one insured and not the sim, why can't they payout?