Hollard refuses to cover claim for Phone insurance!!

I cannot believe my experience with Naked insurances and their underwriters (Hollard Insurance) I went with this company for my cellphone insurance, paid the premiums and I was under the impression I was covered. My phone gets ****** and then I am told I'm not actually covered because I didn't upload a "Selfie" of my cellphone? I was not made aware of this telephonically and I had no idea I wasn't covered but my premiums for my phone insurance were coming off my account? Is that not enough to state I am covered. I am without a job and have this burden on myself now..