Insurance refused

I renewed my mtn contract on the 02 Sept where i have taken a sumsung 6 EDGE. On the same day did i complete the insurance forms and forwarded to the service provider. which they responded with a reference number ***. So ironic on saturday my phone and work laptop was ****** and i have reported it to the police station. I tried contacting the insurance company on saturday but they close after14:00 to report the incident. This monday which was the 21 September MTN insurance responded that the decline my application due to the fact that my simcard was not in the phone. My simcard was in the phone as it was ****** on saturday. they refusing to accept any claims from me as i did not have insurance in place, but i have done part with proof that i forwarded the forms on the 02 Sept, i am very angry as this is a ******* and i now need to pay for a phone i dont have. I want to know why they only responding now after i have done my application on the 02 September. I am also on my way to lodge a complain with the ombudsman and will see a lawyer as this unfair business practice.