Disappointing service

I'm so unhappy with pineapple insurance right now , two year ago I receive a phone as a birthday present I received a brand new Huawei p30 lite since it was a costly phone I spoke with someone from pineapple and I took the insurance I have been paying my premiums for two years now and I have lost my phone I wanna claim I been told that I need to provide pictures of the phone or proof of purchase cause I never provided it before and I'm shocked cause when I signed up for the insurance I wasn't told about any of these cause at that time I could have provided it. I'm extremely disappoint cause now I don't even have a phone premiums will be deducted but still I don't have a phone what kind of services is this and what is the way forward?