Insurance misrepresentation MTN

I had a call from an insurance representative at Pinnacle Marketing regarding my phone and they confirmed that they will not settle my claim. I find it unacceptable, she said that due to the fact that my iPhone was not dropped or water damaged it’s not covered. I have been paying insurance for years and never claimed and now after my screen cracked they not prepared to repaired my phone, it cracked above the home button after I pressed on the screen like normal on an IPhone. On no MTN insurance documents does it state that they only pay out if the phone is dropped or water damaged, all I have is a cracked screen and I paid insurance for years for a time when this happens. I’m sending the details to the Short Term Insurance Ombudsman and I will take it further. I find Pinnacle Marketing Solutions and MTN misleading and typical when the customer wants to claim. MTN just passes the problem on time Pinnacle and they just dont care!