Unreasonable and unfair claim

I am a valued client of Santam insurance for my iPhone 15 plus. I reported the lost phone on the 16 May 2025 however on the 24th July 2025 I received an email which stated that the claim is being declined due to the (Exclusions applicable to all sections of their policy) - what I'm not covered for: Loss or damage arising from the insured item being unattended whilst being charged. I need to emphasize that the reply from Santam with reference of Nokukhanya Siwela was unreasonable mainly considering the fact that i never neglected the item (iPhone 15 plus) whilst charging at my house. This issue has affected me financially for the past 2 (Two) months since I do not have the item considering that I've never defaulted any payment with Santam insurance. I'm constantly using my phone for business operations, including stock management, communication, and transactions. Yet I still have to pay for both the phone and insurance which I do not even have. Please note should this not be attended fairly I will escalate it further. Thank you