Claim rejection

I took insurance with telkom and when purchasing a zflip Samsung phone, now that I lost the phone they are telling me stories that there was no sim card, upon purchase of the phone I asked for a phone with 2 sim slots for sim card and I was given a phone with 1 slot but on the screen I could see that the was something written Esim , then now when I loose my phone I'm being told that the was no sim card, I don't understand how because it's built inside and it's also thier fault ,how come my claim is rejected, telkom its a company for *********