Naked doesnt want to settle my iphone 13 claim

My wife bought an iphone 13 midnight 128gb as a birthday present for me,decided to ensure the item with naked on the 01/04/2025 and pro rate debit went off immediately. On the 07/04/2025 before leaving my house i update the required photos of the phone as well as the original box and invoice. As i was out,decided to go in a shoe repair shop that i was just passing by,wanted to enquire about one of their services but there were people already there getting assisted,so i had to wait for my turn. As i approached the shoe repairer from where i was sitting,i think thats when my phone fell of from my pocket. I enquired and then proceeded to leave the shop. When i got to my car i realised that i dont have my phone with in my pocket,rushed back to the shoe repairer to ask him about an iphone i could've left where i was seating but he said he saw nothing. Decided to register a claim with Naked,a series of questions and documents were requested as part of the requirements,i submitted everything including case numbers i obtained from the police station as well as a sworn affidavits. The consultant asked if i have a proof of conversation or invoice,i told her i have neither since services were not rendered,i was just enquiring about their services. Now i'm being given a runaround,being taken from pillar to post,scheduled for interviews as if i app**** for a job by them. This is a tedious process altogether. How can i have proof of communication with the repairer whereas i dont even have a phone nor invoice whereas services were not rendered. This is truely disappointing. When they debited the premium,no questions asked but they give you a runaround when they have to settle your claim.