Mtn Insurance declined they saying its my fault

My name is Vathiswa Kedama ID ********** 170084, cell ********** 090. I submitted a claim two weeks ago for my lost device. I received communication that my claim was declined due to me being careless of my bag and phone. i called your call centre and Spoke to Jabu at 9:36 01/03/2018 advising her that I am not happy with the outcome as How would i leave my bag on purpose in the bus?. She was very rude and condescending not to mention how sarcastic she was throughout the call is this the kind of service that you treat us as your customers?. Back to the query at hand I accidently left my bag in the bus which had my phone, wallets and other very important information. I was carrying shopping bags and the bus was super full which means that the bag could of fell without me noticing or someone taking it. I was distracted by the many people in the bus and I was carrying a lot of items which is the reason why the bag was left behind. So please tell me how was I careless? Who leaves they important belongings behind just for the sake of it. Are you trying to tell me that you do not cover lost items as you blame it on negligence? I am not happy with the way my issue was handled I would like someone to relook at this issue as I will be taking further steps on this matter I have been a loyal paying customer. I definitely did safeguard my phone to the best of my ability but now you telling me that a mistake cannot happen as I was traumatised by the full bus and trying to manage everything else I carried at the same time trying to make sure I don't miss my stop.