Frausters

I lost my phone through ******* and when I put my claim to get another phone, I was told the insurance cover I took doesn't cover for theft and *******, yet in my understanding I believe that it was meant to cover for damages, theft and loss... I received an email saying that the claim has been approved, when I called to ask for the amount of the excess fee they told me my claim has not been approved and the email I got was a mistake...