Phone Insurance ATS213335S

I took insurance for 2 phone for my kid when i spoke to the sale person the day i took he never told me about which number i must insure I did a claim of lost phone now they are telling me that number was not insure but they allow me to insure to 2 phone and i have one number that i'm using now they are saying this it came to our attention that your claim is rejected due to the MTN sim card *** not being in use in the insured device at the time of theft on the 2024-12- 01. In terms of the policy, the insurer is not liable for any loss arising from the insured item, when at the time of the loss, not being this comes from Santam