MTN Insurance

I lost a phone I took out on contract in November. I had insured the device and I submitted a claim. I checked on the App for my claim's progress and I found out that my claim was declined. No one contacted me to give me reasons for my claim to be declined. I took an All risk insurance. Guess what, the debit order went through and they still deducted for insurance. So what am I paying for? A device I do not have and insurance for a lost device? If MTN thinks I am going to continue paying for a device I don't have, I device I insured but they refused to replace?