very very bad device insurance and bad customer treatment

Please help!!!! i have been paying all my insurance premiums for the past 18 months with MTN Santam insurance, i lost my phone (iPhone11 black 64 GB) was taken on 30/01/2024,i submitted my claim on 12/02/2024 and after so many days of delays and poor customer service they finally provided feedback on 12/03/2024 by MTN saying they are declining my claim because it is not in line with their policy terms, while i have paid all my premiums with no outstanding payment and i was never sent/emailed any policy documents with the terms and conditions on my iPhone 11 email address kamotshepang@icloud,com from them. please kindly assist please im pleading, this is having a huge negative effect on me financially, emotionally and mentally my ID number is *** my contact email address is neokamogelow@gmail,com my contact number is ***