Insurance company doesn't want to replace phone

Dear Sir/Madam<br> <br> In 2009 i bought a nokia E51 cellphone for the amount of R2599.00 at sterns mimosa mall Bloemfontein.<br> the shop assistance then told me about the insurance facility they have instore so i decided to take the offer,the insurance was about sixtyfour rands a month. i lost my phone early this year so i went back to the store with the necessary document: affidavit in which i stated that i lost my phone ,invoice including cellhphones's box.They promised me they will take the matter with the company which is responsible for insuance,after sometime the shop assistant called and told me that the insurance company declined my claim saying that it was because of my negligence that i lost my phone.<br> <br> I decided to take the matter further with the store they told me unfortunately they are not the one responsible for cell insurance it's this company called Firnrite Insurance.They gave me this numbers ***saying that i must call them directly which i tried but nothing seems to work.This company says they cannot take responsibility but there is a clause which says that \The policy covers LOSS