Absolutely shocking experience!

So My Cell phone claim got rejected by naked, and i'm told that its due to the fact that I selected yes to a question on their app if my phone was purchased brand new or in the last 6 months? first of all when I took on the insurance I was moving from Santam insurance, I only moved because I changed my car insurance and I was looking for a reasonable insurance, so WHY would i say my phone is brand new? when its beeeen insured! but with that being said, if I answered "yes" to this question on your app, I have requested for the snapshot of my application but surprise surprise Naked cant give me this? They have given me a snapshot of my policy which doesnt have this question, a quote summary which doesnt have this question! To say I am disappointed with this service is an understatement! i'm left without a phone, and the company I trusted has basically left me to suffer and see to finish!!!