My phone wa ****** at my work place on 20th of February 2024

My phone wa ****** at my work place on 20th of February 2024. Then I send my claim to my insurance so they can help me with my claim it's been a month now. And I send everything that they ask me to send copy of my id the MTN INSURANCE claim form, the ****** form from police station and affidavit form as they ask me to send. and I took all risk insurance when I take this phone. So last week I received an SMS from Santam they told me that my claim was not been Honoured meaning it was decline. They told me about the terms and conditions things that No one told me about. It's been more than a month now without a phone n I'm paying them every month.