Insurance Claim Rejected

I am Mrs. N. Julie Holtman,I have put in a claim for my lost phone on 25th Feb 2016 . I have received no feedback regarding my phones claim status so I phoned Mtn on 24th March. Spoke to Nomondo who told me my claim has been rejected because i sent no proof that my car was forcefully entered into so then I told her my phone was lost not ******. She said my claim has been rejected of the clause of MTNs insurance which states if phone is lost on the bonnet, roof or boot of car then phones not covered.No MTN consultant explained to me the specifics of MTN insurance regarding the loss of any item.I received no insurance policy via hand or email.My phone was put on roof of my car while I put my daughter in her car seat and innocently forgot it and drove down the road and when i drove back up only my cover was found in the road, my phone was gone, someone obviously took it. Even on the claim form it only states if the item is lost, ****** or damaged! no specifics. Please understand that I am being expected to accept something in a policy that I did not know existed.Seriously, I am being penalized for something I didn't know. If an item is lost then its lost irrespective of how it was