Telkom cellphone claim not approved

I had cellphone insurance with Telkom Being paying for months, come claim stage, they Change for worse Firstly after completing the Their paper excise to submitted all documents they needed as per Telkom Vaal mall consultant, MIND YOU I DID EVERYTHING IN THEIR Vaalmall BRANCH, no communication what so ever from insurance or Telkom, after 2 to 3 week I called to follow up, only to find out my cellphone has not being assessed I had to start the process of claiming again, Two to three weeks again no communication from them again, up until i started to inquired/follow up Consultant could to give feedback saying their waiting for report from old mutual, A week later they call saying my claim is not approved because I was not using the Telkom SIM card for a week, wen I took insurance I was told to insure that the SIM card is active, of which it was, I remember sending a call back that week to my other cellphone as I couldn't find the other phone, I didn't loose my phone,my phone just got damaged, they still have my cellphone Sad thing I remember asking the consultant that used to work at Telkom, when I saw her at the mall, she said Telkom insurance always look for loophole not to approve clients insurance