The worst worst cellphone insurance. I will never recommend to anyone

I lost my phone 2 weeks back. Claimed it with Telkom insurance. For the whole 2 weeks the only time telkom insurance contacted me was when they asked me where exactly was my phone before it got lost and my current statement. From there I have to go to the store to call the claim department because when I contact them from my cell they don't help me. Yesterday I was told my claim was rejected. They didn't send me anything in writing and I don't even know why my claim is rejected while I never miss any payment