telkom insurance bad service

i recently took out a contract with telkom and i also took insurance and last month i lost my phone and submitted a claims form and everything required, and later i got an email saying my claim had been rejected with a resean that a phone that is lost in an unlocked car is not payable but no one bothered to explain to me what is covered by insurance or what is not covered and to top it off the theft happened when the car was at home parked in front of my house. i will not be paying for something that had insurance and i am taking this further if nothing is done.