CELLPHONE INSURANCE - EDC***

I am so disappointed and angry with the service from SOHV & Hollard - I have been paying cell phone insurance for my now lost device since 2017 - I took the cover knowing its cover for accidental loss or damage. I have lost my phone and i get told by SOVH that the reasoning is "Lack of prevention" 6.5 - "You must try prevent loss whenever possible." how do you prevent loss if it was truly an accidental loss. I actually got advised by not one but by few people who have claimed before to never say Loss, you rather lie and say ****** because they will only successfully grant your claim if you say your device is ******. I chose to be true and honest and i get rejected. I do not advise anyone to do business with them, i have requested both my policies to be cancelled, i feel like i have wasted my money by paying my insurance faithfully and i also feel ******, you cannot advertise accidental loss if you cant cover for it . I rather take my business elsewhere where i am valued as a customer and get proper service in these type of situations. Its so disappointing knowing that it only takes dishonesty to get an approved claim.