Scares by Huaweicares and viva cover

****!!! I ensured my Huwawei phone with Huaweicares/viva cover in 2023 September and i lost my phone end of November 2025 and they are refusing to replace my phone saying the claim is not valid as i was not injured or harmed at the time of the incident. When I asked how is that possible they don't respond my emails. My issue is I'm i the one who's insured or the phone, is this a funeral cover ,injury cover or is this a cellphone cover I'm not getting any responses from the any more Hows and viva cover are ****s