very bad experience with MTN insurance (Santam Limited), would suggest against using them to issue your phone

I have a comprehensive phone cover with MTN insurance (Santam Limited)- i'm a victim here as my phone was stole, they are looking at reason not to pay, does not matter what i was doing at that time, the issue i have, i'm insured for when i lose/damage or stollen my phone, and they choose to focus on why should we not process the claim.